Sharetime Magazine 13

ISSUE 13 • Spring 2013

TATOC launches

five-year plan

Go all-inclusive with RCI The timeshare demographic ‘time bomb’

Front cover sponsored by RCI

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SHARETIME

TATOC:

Planning for growth, recognition & success

By TATOC executive chairman, Harry Taylor

Spring is fast approaching, as is the TATOC conference 2013. Just as spring brings new life to the year, this year’s conference will bring the launch of TATOC’s strategy for the years 2013 to 2018.

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hen the first five-year plan was launched in 2007 some doubted the goals were achievable and, at times, is looked like this would be the case. But after a slow beginning we gathered momentum and succeeded in doing what we set out to do.

Here are just some of our achievements: • Close working relationships with government agencies, international law enforcement and all sections of the U.K. and international media; • Increased resort membership and representation of timeshare owners; • An individual membership programme with over 400 members; and • An affiliation programme for the timeshare industry and associated companies.

The jewel in the crown has to be the TATOC consumer helpline. It has become the trusted place for guidance on all matters relating to timeshare. It helps not only TATOC members but all those with a timeshare enquiry.

TATOC has become a well-respected and trusted organisation with timeshare owners, resorts and the legitimate timeshare industry worldwide.

Unfortunately, the rogues who blight our industry have also recognised the power of the TATOC name and use the logo without permission. I am pleased to say the TATOC name has now been registered and we will take action against any misuse.

So what’s next for TATOC? The timeshare industry is facing challenges worldwide arising from an ageing owner base, a difficult financial and marketing environment and the evolving requirements and expectations of today’s holidaymakers.

TATOC, the Resort Developers Organisation (RDO), and the industry and home association body in the U.S.A. (ARDA/ROC) must face these challenges with a unified approach.

All parties have a fundamental part to play in the successful future of timeshare. The focus must be to service the on-going needs of existing owners, providing the facilities and services they purchased, while satisfying the emerging needs of younger markets.

This can only be achieved with a secure and strong timeshare industry.

It is not possible for TATOC to exercise a positive influence on the industry from the position of ‘antagonistic outsider’. There is no conflict of interest in a good relationship between consumers and reputable timeshare companies.

TATOC is proud to work with reputable timeshare businesses to protect, promote and enhance the future of timeshare for owners.

But TATOC will fiercely defend its independence and impartiality to represent the best interests of owners and to fight against rogue companies and bad practices.

In developing this new Five-Year Strategic Plan the board believes TATOC must grow in size and stature and be involved in the wider timeshare offering. We must be equipped to play our part in the changing timeshare environment but be ever mindful of our core assets, principles and values.

ISSUE 13 • Spring 2013

Helpline To maintain and grow the helpline’s reputation for being professional, wellinformed, unbiased and beneficial by consumers, the Office of Fair Trading, citizens advice bureaux, the police, banks, solicitors, all media and other government agencies.

This fiveyear plan is a commitment

by TATOC to achieve...

Recognition To be recognised as the largest independent representative body for timeshare consumers in Europe by owners, the industry, government agencies, public bodies, professional services and the media. TATOC will become the accessible, first point of reference for all those seeking information or assistance.

Membership To achieve greater legitimacy worldwide through increasing membership by elected resort committees and individual timeshare owners and working closely with affiliates and industry bodies.

TATOC will become the accessible, first point of reference for all those seeking information or assistance.

clubs, flexible shared-ownership products and timeshare sales personnel. At all times accreditation will remain comprehensive and meaningful and awareness of the programmes will be increased.

Exit strategies

The helpline has an essential role and its presence and actions are major contributors to improving perceptions of timeshare. TATOC will extend the service it provides consumers, gain expertise in foreign languages and nurture relationships with other consumer representative bodies. It will become more proactive and make greater use of its mediation service.

To work with owners committees, resorts, timeshare businesses and organisations to establish procedures that will enable the departure of existing timeshare owners without prejudice to the interests of other owners.

Funding

TATOC will provide a service on request to independent resorts and those that operate without a developer to evaluate the future of their resort. This will include a health check including financial projections, membership opportunities and threats followed by recommendations from a panel of experts recruited by TATOC.

To continue the fair unit-based membership fee for member resorts while encouraging developers and management companies to contribute 50p/50c per timeshare week owned to fund the helpline.

Contributions are received from the Timeshare Trust while other revenue is obtained through affiliations and web sponsorship. There

TATOC will also work with the timeshare industry to ensure that new products are launched that will encourage a younger timeshare user.

The panel includes a practicing timeshare solicitor, a timeshare trustee, experienced

The helpline has an essential role and its presence and actions are major contributors to improving perceptions of timeshare. will be an on-going search for new revenue opportunities and funding streams.

The consumer helpline accounts for most of TATOC’s income. Attention will be given to new revenue generation which will be used exclusively by the helpline.

To facilitate this a proposition will be tabled at the 2013 AGM to create a new company called ‘TATOC Consumer Helpline’. This will allow a new application for charitable status. While not suitable for TATOC as a whole it would benefit the helpline. TATOC Consumer Helpline will have its own constitution and for the time being will be governed by the existing board of TATOC.

Codes of conduct and practices To acknowledge industry best practice and excellent consumer service by increasing the number of companies applying for affiliation and accepting full compliance to the TATOC code of conduct and relevant code of practice.

TATOC will introduce additional Codes of Practice for timeshare points clubs, flexible shared-ownership products and timeshare sales personnel.

Accreditation To increase the number of accredited resorts and to expand the accreditation programme to include timeshare points

timeshare accountants and selected industry advisors.

Europe To increase membership by resorts where the principle ownership is not strongly U.K.-based, supported by the recruitment of staff with additional languages and establishing relationships with other European consumer associations.

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Affiliate updates Holiday Club’s new travel product: Angry Birds Activity Parks

The Timeshare Shop joins TATOC

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.K.-based re-sale organisation The Timeshare Shop has become a TATOC affiliate.

The company’s management team has more than 25 years’ experience within the industry and has offices in Manchester, Spain and the Canary Islands and has agents in the U.S.A.

The Timeshare Shop’s Simon Molloy explained: “As we are not linked to any specific timeshare developer we can offer independent, unbiased advice and information to prospective purchasers or sellers. To tell our customers that we have affiliated with TATOC and follow the code of conduct is really exciting for us and we know it will benefit our business.”

The services offered by The Timeshare Shop include purchasing, renting, selling and part

exchanging timeshare weeks and points (RCI and Club La Costa) and providing advice and support through the re-sale process.

Said Harry Taylor, TATOC executive chairman: “The Timeshare Shop has been operating from its Manchester head office for ten years; we are delighted that such an established company has decided to affiliate with TATOC. “We want to ensure timeshare owners have a choice of re-sale organisations which all follow the TATOC code of conduct.”

NOTE: All companies wishing to affiliate to TATOC are thoroughly vetted beforehand and continually monitored. Further details of the code of conduct can be found on the Association’s website.

Timeshare awards announced

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imeshare and fractional industry professionals, including TATOC’s Harry Taylor, gathered in February for the announcement of the winners of the Perspective Magazine Awards.

The awards were held at the conclusion of the GNEX 2013 Global Meeting of Minds annual conference organised by the Perspective Group team, led by Sharon and Paul Mattimoe.

This year’s conference was attended by a record 182 attendees representing 104 companies from around the world. Perspective Magazine is a TATOC platinum affiliate.

Winners were decided through a combination of on-line voting and decisions from a panel of four industry experts, with each of the five components accounting for 20 per cent of the overall results.

Best Place to Work - RCI

Best Service Provider – Dial An Exchange USA Best Technology – RCI Presenter Entrepreneur of the Year – Bruce L. Thompson CEO, Gold Key / PHR Resorts and Hotels REGIONAL WINNERS:

WINNERS:

Best Timeshare Resort, Europe & Middle East – Marriott’s Playa Andaluza

Best Green Initiative – RCI Green Award Program Best Industry Leader – Barry Robinson, CEO, Wyndham Vacation Resorts Asia Pacific Best Innovation – Oombaga Best Interior Design – The Beach Samui Best Management Company - Classic Holidays Best Membership Program – Interval Platinum Best Newcomer – Oombaga Best Online Media Award – TheRegistryCollection.com

Total value of the Angry Birds investment is approximately five million euros.

Best Project Team – Wyndham Vacation Ownership Hospitality Learning and Development Team

Best Timeshare Resort, North America – Westgate Park City

Best Exterior Design – The Beach Samui

Angry Birds is a video game franchise created by Finnish computer developer Rovio Entertainment. Inspired by a sketch of stylized wingless birds the game was released in December 2009. Over 12 millions copies of the game have been purchased.

The first park opened in Kuusamon Tropiikki in time for Christmas 2012.

The park Saariselkä will open for winter holidays in February 2013 and the one in Saimaa will open in summer 2013.

The results are as follows:

Best Consumer Product – RCI Points

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oliday Club has designed a new travel concept to attract both Finnish and foreign tourists to three of its spa hotels: Angry Birds Activity Parks.

Best Timeshare Resort, Asia Pacific – Absolute Twin Sands Resort & Spa Best Timeshare Resort, South Africa – Mjejane Game Reserve Best Timeshare Resort, Latin America – Morritt’s Grand Cayman

WORLDWIDE WINNERS: Best Timeshare Resort – Westgate Park City Best Fractional Resort – Grand Residences by Royal Resorts

The parks are constructed in conjunction with Rovio and Lappset, both leaders in their own fields of business. Rovio is the Finnish developer of the world-renowned Angry Birds mobile game and Lappset takes care of rides construction.

The parks are unique in that the rides won’t move people but people will move the rides. The starting point is the physical creation and the fun of doing it.

This is combined with a virtual world and the famous Angry Birds characters.

Visitors can invent their own games and compete among their own groups.

The main concept behind the parks is that there are activities for everyone, regardless of age. Visitors can use their own imagination.

ISSUE 13 • Spring 2013

Owners to reap benefits from RSL buyout

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hile it’s ‘business as usual’ for existing clients of Resort Solutions Ltd (RSL), based in the U.K., the recent buy out of the business by CLC World Resorts & Hotels offers ‘exciting prospects’ for both current and future customers.

Brad Revell, RSL’s new managing director, said the acquisition by CLC World’s resort management division - with the benefit of CLC support and capital - will strengthen the business and allow the company to seek out new contracts.

RSL, formerly Europe’s largest independent timeshare management company, retains the same staff and commitment to its clients, many of whom have been with them for some years, while previous owner Linda Freer will be acting as a consultant.

The company has an established and wellregarded reputation for supplying solutions at all stages of a resort’s life-cycle from start up to mature and committee run, offering a menu of services that can be customised to requirements.

It currently has 13 resorts, representing over 10,000 member families across Europe in the U.K., Spain, Lanzarote, Portugal and France.

CLC World, which began as Club La Costa in Spain in 1984 and quickly grew to become an industry leader, is a developer and operator of mixed-use resorts, offering fractional and freehold ownership. It has 28 resorts in England, Scotland, mainland Spain, Tenerife, Turkey, Austria, Australia and the U.S.A. “Linda and I have toured the main CLC operation and found it incredibly well run.

The breadth and depth of their expertise is impressive and the quality of the company’s units and resorts speaks for itself.

“The ethics and integrity of CLC fits with our own, it is a good match,” said Mr Revell, who joined RSL in April 2011 with a background as a chartered accountant.

The friendly acquisition “brings opportunities” for RSL-run resorts to draw on the knowledge and expertise available from CLC World quality resort management. Special benefits included leveraging bulk buying power for refurbishment programmes.

“We believe our resort management proposition becomes even more attractive as we act under the aegis of the wider CLC umbrella,” he said.

For more information about RSL services, contact Brad Revell: brevell@resortsolutions.co.uk or visit www.resort-solutions.co.uk / www.clcworld.com

Diamond teams focus on CPR training

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iamond Resorts International has instituted a new precautionary safety strategy so that team members can respond appropriately in the case of a medical emergency .

Diamond is the first resort chain in Spain to pioneer the full implementation of these strategies. This initiative will continue throughout 2013 until all resorts have received CPR and AED training and certification.

The scheme requires world-wide team members to be cardiopulmonary resuscitation (CPR) certified and trained in the use of an automated external defibrillator (AED).

Diamond’s emergency preparedness programmes have produced positive results.

One instance occurred at Woodford Bridge Country Club in Devon, England, when the front desk received a call from an apartment requesting medical assistance. The head receptionist and a maintenance technician responded quickly and rushed to the aid of the guest.

In order to better prepare for medical emergencies at its resort locations, Diamond last year started an initiative to certify and train team members and install an AED on site. Team members were properly trained by official agencies to comply with each country’s legislation.

In total, 468 Diamond team members across the United States, Caribbean, Mexico and Europe, the U.K. and Ireland, have been certified.

Their immediate response, supplemented by their CPR training and the proper use of the AED, aided in saving the guest’s life. Since the installation of the AED equipment, there have been similar

A FAB new affiliate

destination points. The team is now turning its attention to the re-sale market.

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Managing director Tim Harris explained: “With over 25,000 owners of the Marriott Vacation Club at the company’s European resorts the FAB team identified a gap in the market for a re-sale company concentrating on the four Marriott resorts. This is especially relevant as there is no re-sales channel in Europe so owners find re-sales companies on-line.”

ew re-sale organisation FAB Property Spain has become a TATOC affiliate.

Recently launched and with offices in Marbella, FAB Property Spain specialises in the re-sale of Marriott Vacation Club (MVC) memberships and selected luxury brands in Europe.

While the company makes it clear that it is not Marriott Vacation Club, all of the company’s sales advisors have worked for Marriott and, as such, are fully trained on the product.

Together the FAB team sold over €4 million of MVC European membership in three years and was involved with the launch of

The FAB offices are located directly opposite the Marriott Playa Andaluza resort. There is a presentation gallery in the sales office, which fully explains how timeshare works and introduces the benefits of exchange.

“We also advise owners on the best way of using their new membership, something

instances of medical emergencies at resorts world-wide with comparable results.

According to Stephen J. Cloobeck, Diamond founder and chairman, “The safety of our owners, members and guests is paramount.

It is essential that we take every precaution necessary to ensure that our team members are fully prepared for any situation or emergency that may arise at our resorts.”

Annually, nearly 1.4 million owners, members and guests stay with Diamond Resorts International.

many other re-sales companies are not able to offer as they do not have the specific product knowledge,” added Harris.

Andrew Horton, of Resort Fiduciary Services, which is also a TATOC affiliate, introduced the FAB team to TATOC. “We understand the importance of working within Europe’s legislative guidelines and have passed all of our paperwork to the TATOC team for their approval.”

Harry Taylor, TATOC executive chairman, said: “This is a first for us – working with a brand new re-sale company which focuses on such a specific area of the timeshare business.”

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Telephone: +44 (0)1756 749 966

E-Mail: info@dialanexchange.com Web: www.dialanexchange.com

Dial An Exchange Ltd, 21 High Street, Gargrave, Skipton, United Kingdom, BD23 3RA Company Registered in England 3756394

ISSUE 13 • Spring 2013

In my view

The timeshare demographic ‘time bomb’

by Ron Haylock

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ong-term economic forecasting is a notoriously hazardous activity.

Indeed, it is said that an economic forecaster is someone who will explain to you tomorrow why what they forecast yesterday didn’t happen today!

However, in the world of timeshare ownership it is my view that certain trends can be forecast which will affect thousands of owners in hundreds of resorts throughout Europe.

These trends are what I call the “timeshare demographic time bomb.”

During the timeshare sales boom of the 1980s and 1990s many developers and marketers operating in resorts throughout Europe were structured in the tried and tested ‘club/trustee’ system. They sold a timeshare product ‘in perpetuity’ (or sometimes with an 80 year limit).

In other words the right-to-use a timeshare week was available forever, or certainly well beyond the buyer’s lifetime.

Indeed, the conventional wisdom at the time was that it was near impossible to sell a timeshare with a limited life. (Actually, a few developers did sell a 25/30 year product – surely a lifetime of holidays for most families?)

Most buyers were couples in their late 30s or 40s with young children and they purchased a lifetime of holidays for themselves and after their demise, their children.

There are hundreds of thousand of buyers who acquired their timeshare in this way in resorts that have long been ‘sold out’ and currently under the control of a democratically elected home owners association (HOA). Many of these are of members of TATOC. Now 25/30 years on these buyers are in their 60s and 70s and their lives are somewhat different.

Circumstances have changed. Typically, their children are now grown up with kids of their own. Health issues begin to emerge. For many, travelling abroad to use their timeshare becomes an onerous if not impossible prospect. (Post 80 it becomes almost impossible to secure travel insurance).

Exchanging into a U.K.-based resort is not easy. When they purchased their timeshare, a

typical couple had full-time jobs. Now retired, income is a fraction of what it was – yet annual maintenance fees inexorably rise….

But the biggest change of all is likely to be the outlook of their children. After 20/30 years of wonderful family holidays, grown up children with families of their own tend to have a very different attitude to holiday-taking.

The ‘conventional’ timeshare resort holiday purchased by their parents is not so attractive to them. Their tastes and aspirations are different.

While timeshare buyers were acquiring an ‘asset’ in perpetuity which they could pass on to their children, there is an increasing number of documented cases where children do not wish to accept a timeshare week as a legacy.

They regard it as an ‘old fashioned’ product and unavoidably tied to an ever-increasing maintenance fee.

Under English Law, the recipient of a substantial legacy from a will cannot easily pick and choose. In other words, a beneficiary could specifically refuse to accept a timeshare week but not if he or she wishes to accept the main legacy included in the will.

If as a result a will’s executor is left with a timeshare week and its associated annual financial obligation, he is obliged to continue to meet that obligation until he can sell the week to another.

Again, the number of documented cases of this kind is increasing markedly.

How easy is it to sell on a timeshare week?

Despite the marketing hype of some companies and the disgraceful activities of certain highly dubious re-sale companies, the plain fact is that the timeshare secondary market has never been strong.

It is said that literally hundreds of thousands of timeshare weeks are available for sale.

To add to these problems facing individual timeshare owners, the resorts and their HOA’s face a slow and inevitable decline in their ownership base through death, divorce, financial hardships and other changes of circumstances affecting their owners.

This decline puts upward pressure on annual maintenance charges because the largely fixed costs of operating a resort have to be shared by fewer and fewer owners.

RDO, the European timeshare developers’ body, has recognised the affect of these demographic trends and it was a matter of important debate at their last conference.

RDO does urge its developer members to allow ageing timeshare owners to exit their on-going obligation. Many developers have launched products and policies which allow some members to surrender their weeks without an onerous penalty.

There are also a few companies who have developed some attractive products which will accept the surrender of owners’ weeks into a ‘points system club’ designed to appeal to a younger buyer.

But while RDO policies and new products on the market offer a solution to a few, the vast majority of owners in independent, mature resorts continue to face the catalogue of challenges I’ve outlined.

An economic model has been developed which clearly demonstrates the impact on annual maintenance charges over the next 20 years in resorts with a declining ownership base.

A sold-out 50 unit resort with a current maintenance fee of £350 and a four per cent annual decline in ownership and with a modest rental programme to rent ‘empty’ weeks, is likely to have to charge over double the maintenance fee in real terms in 20 years time.

This with an ownership base in their 70s and 80s often experiencing declining health and incomes!

By any measure this should be a truly terrifying prospect for any thinking HOA committee.

But what to do about it?

It seems to me that TATOC is the appropriate organisation to research the issue and come up with some solutions for its HOA members.

If these issues are not tackled now, the numbers of ageing owners for whom timeshare 25 years ago was an asset but has now become a nightmare, will increase to such a level the media will leap on the prospect of really negative publicity for the timeshare industry.

This in turn would kill what little re-sale market there is and accelerate the prospect of collapse of many an independent resort.

Is this alarmist thinking of an economic forecaster? Not in my opinion.

There are solutions for HOA committees to consider that are being drawn up by a working group set up by TATOC and which will be presented at TATOC’s up-coming conference.

Clearly the implementation of solutions to address the timeshare demographic time bomb is in the hands of individual HOA committees.

It is up to them to take action to avoid the inevitable consequences in 20 years time of failure to act now.

BIOGRAPHY: Ron Haylock was managing director of RCI Europe from 1984 to 1994 and again from 1996 to 1998.

After a long career in the travel and tourism industry, he acted as a non-executive director of Holiday Autos, Kirker Holidays and Hoseasons Holidays.

He is currently a non-executive director of South Africa’s largest timeshare company – the Club Leisure Group.

He is also vice chairman of much of the timeshare industry’s charity of choice, Christel House, which educates children from very deprived backgrounds in South Africa India, Mexico and Venezuela.

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SHARETIME

timeshareAdvisor site launched

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free, comprehensive travel review site for the timeshare resort industry has been launched allowing consumers to explore more than 5,000 timeshare resorts throughout the world .

Named timeshareAdvisor, it gives customer reviews on specific resorts, shows photos and provides helpful information and tips from other timeshare enthusiasts and resort managers on how to make the most of their timeshare experience.

“Timeshares are one of the best kept secrets in travel,” said Suzanne Harris, timeshareAdvisor founder and chief marketing officer.

“There are several general travel review websites available for consumers today and we have identified a real void in the timeshare industry. Our goal is to be a valuable resource for consumers and also support timeshare developers and managers by giving them the opportunity to showcase their properties to current and potential timeshare owners.”

Like other on-line travel sites, timeshareAdvisor has an array of tools to make it quick and easy

to research resorts by name, destination, brand, exchange company or interest.

Once the resort is selected, additional filters allow users to narrow their search by amenities and features such as pool, laundry facilities, and wi-fi access. Each resort page includes: an overview, reviews, photos, location maps and manager tips.

“A unique feature of timeshareAdvisor is our manager tips section where we encourage resort managers to provide as much information as possible on their property in order for consumers to make an informed decision,” said Harris. timeshareAdvisor also offers an incentivebased ‘Go and Tell’ points programme, making it simple and rewarding for timeshare enthusiasts to share their personal experiences of resorts they have visited by posting reviews and photos.

To become a member they need to create a profile. As part of the programme, members receive points for participation and qualify for regular iPad mini prize drawings.

“Social media makes it quick and easy to share all types of experiences and we want to reward our members for spreading reviews for the timeshare resort industry,” Harris added.

NOTE: According to the American Resort Development Association (ARDA) the U.S. timeshare industry is a $6.5 billion a year business and one of the fastest growing segments in the global travel and tourism industries.

Also according to ARDA, among U.S. timeshare owners 83 per cent indicate satisfaction with their experience, 66 per cent would recommend their home resort to family and friends, and 59 per cent would recommend timeshare in general.

Give Us Time charity update

TATOC board coopted director

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he charity Give Us Time provides service families with the use of holiday homes globally following active service in Afghanistan.

A member with Diamond Resorts, John is a regular contributor to Sharetime magazine with his reviews of his holiday experiences at timeshare resorts around Europe.

The charity has been overwhelmed by the support received from holiday homeowners including timeshare owners and resorts.

A fund-raising dinner featured a charity auction at The Corinthia Hotel, London, and guests included Prime Minister David Cameron and secretary of state William Hague.

T.V. antiques expert Jamie Breeze started a frenzy of bidding for lots that included dinner at Robin Birley’s 5 Hertford Street, and a holiday in the Caribbean. The generosity of bidders raised thousands of pounds to help finance holiday travel expenses.

Captain Tony Harris – who endured months of rehabilitation after an explosion in Helmand Province in 2009 – also spoke about the time he and his family spent in Tenerife as part of a pilot scheme, re-enforcing the huge healing benefits for service families of recovering from war in a fresh setting.

The charity’s website, www.giveustime.org.uk, is also being overhauled. With invaluable feed-

ATOC has announced the appointment of John Woodward as a co-opted director.

John is an individual member of TATOC and is fully committed to helping TATOC go forward in promoting fairness and goodwill within the timeshare industry.

back from donors, there is now more information on insurance and protection since their utmost priority is that donors feel confident in the system when offering their properties.

NOTE: Website volunteers are currently working on this new, improved site and Sharetime will keep readers up-dated on its development.

If you would like to donate your timeshare week to the charity please visit the website or contact Catherine at catherinemoon@hotmail.com.

John began his working life on the family farm with his brother. With commitment and dedication they bought the family business to a stage where others looked, took note and copied.

Their focus was on animal welfare with the brothers winning many trophies for milk production.

Due to health problems, the farm was sold and John has been able to concentrate more on family and travel.

Looking for new horizons, he became involved with timeshare in the Gambia. He later became a points member of the Grand Vacation Club.

He was a co-opted committee member at Cromer Country Club where he played an active role in bringing new ideas to management and committee and was instrumental in the resort joining TATOC.

ISSUE 13 • Spring 2013

How to get the best timeshare exchange

by Sharetime reporter

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imeshare exchange is an integral part of ownership. Without the exchange opportunity it is doubtful that timeshare would be the success it is today.

For many, the dream of holidaying around the world is the primary reason for becoming owners in the first place.

The opportunity to visit new destinations, safe in the knowledge that accommodation and facilities will be of a similar or even better standard than where they own, is still a major motivator for becoming a timeshare owner.

But how can you make sure that you get the best exchange from your chosen exchange organisation? Sharetime asked the three leading exchange organisations, RCI, Interval International and Dial An Exchange, for their top tips.

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You made a financial commitment in your holidays when you became a timeshare owner, so commit a little more time and get to know exactly what is on offer and how you can access these services.

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And exchange works. Each year thousands of families visit exciting new resorts in countries they might never have visited – or return to resorts they know and love in areas closer to home.

1. Early planning pays dividends

printed brochures and directories, social media and video to encourage you to interact with them and use their services.

Deposit or bank your week(s) as soon as possible with your chosen exchange company.

This will provide the best possible opportunity to find the week that you are hoping to exchange into. While policies vary, the exchange potential of your week is likely to reduce if you delay banking.

For example, if you choose to exchange with Dial An Exchange, you should ‘bank’ your week at least eight weeks in advance of the check in date. With RCI you should deposit your week two years to nine months in advance of the start date of your week to maximise your trading power.

For example do you know about Interval International’s mobile app, watch RCI TV, or follow Dial An Exchange on Facebook? All these services are available to help you make a successful exchange.

3. Check availability regularly Deposits are made every day throughout each year, so resort availability is dynamic and always changing. Go on-line or telephone your exchange company regularly to see if what you are looking for has been deposited.

2. Get to know your exchange company

Sounds a little silly? It isn’t really. Do you know the telephone number of your exchange company, are you registered to use their on-line services to make reservations, do you follow your exchange company through social media, do you know what else it offers?

The exchange companies invest considerable amounts of money in new technology,

If you still can’t find what you want, make sure you know the rules of your exchange company when it comes to saving and using your time.

For example, RCI Points members can save and borrow points from preceding and upcoming use years. With Interval International members have a three-year travel window to use your deposit.

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You might be surprised to find that resort choices that were not available in the morning are available in the afternoon.

This is simply because an owner has deposited a week at some point during the day.

Some of the exchange companies offer services such as on-going search, pending request or request first. These facilities help you book the specific resort or area that you want to visit.

4 2 To make things as easy for you as possible, the exchange organisations allow you to bank or deposit your week either by telephone or on-line.

All the exchange companies have detailed on-line directories so you can look into alternative options – and don’t forget to read the member magazines as they are full of holiday suggestions and ideas that you might not have considered.

Make sure you understand how these services work – they are there to help you make a successful exchange.

4. Be flexible in your holiday choices Your dream might be to visit a particular resort at a certain time of year. If that is not possible don’t miss out on a holiday by being too rigid in your choices.

Instead, look at other resorts in your chosen area or consider changing your holiday time by a week or so either side.

Why not consider brand new destinations or visiting old favourites in different seasons? If you request your exchange week outside of the peak holiday months your holiday is much more likely to be confirmed quickly.

5. Enjoy all the additional benefits that exchange companies bring There are so many more benefits than just swapping your own week of timeshare. Many exchange companies offer additional products which allow you to enjoy numerous holidays each year as well as your exchange.

For example, Dial An Exchange offers bonus weeks without the need to deposit your own timeshare entitlement as well as discounted rentals.

RCI allows you to combine an exchange holiday with a Late Deal or Extra Holiday, both of which can be booked without using your RCI Points or depositing a week. If you want to get away at the last minute, Interval allows you to request an exchange up to 24 hours before check in.

And keep talking with your exchange company. To many owners, the exchange process is one that they are unsure of because it can sometimes appear somewhat confusing.

Do not let this put you off; if you have questions, don’t hesitate to contact them.

Once you are equipped with the knowledge of how to exchange, you will never look back.

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10

SHARETIME

Embracing the charm of the Loch Rannoch Highland Club Words by John Woodward Sitting beside the small loch, the dreaded midges were biting our ankles as we unfolded our holiday story to the crofter and his wife while we enjoyed the taste of the local malt whisky. They had been very generous with their hospitality, which had started as we enjoyed the wild beauty of Rannoch Moor and later chatting together in the small café at Rannoch Station.

O

ur start to this amazing story of beauty and tranquility was gazing across Loch Tummel from Queens View. This is a well-documented view cherished by Queen Victoria in 1866. It’s a panoramic scene of lake and mountain all nestling between the trees and, yes, we could see the hills of Glen Coe in the far distant.

Rannoch. Several people wished us well and two fishermen remarked they were pleased on how the day had gone -and it was only just before midday!

The beauty of the area was all around us as we walked through the village. Crossing the bridge and looking back towards Kinloch Rannoch from across the River Tummel, we could see the Schiehallion almost all of the time.

There was not a cloud in the sky on the hot June afternoon we journeyed towards Loch Rannoch Highland Club, a timeshare resort of 85 properties near the picturesque village of Kinloch Rannoch.

The scenery we glimpsed between the trees was breathtaking and we thought this must be a good omen for a relaxing and interesting holiday.

There was a warm welcome from the reception team and we were soon armed with our apartment keys and a range of literature explaining how to get the best from our stay.

As we entered our apartment, we found that everything was so clean and tidy; we felt it had been done especially for us! It was well equipped with everything needed for a relaxing holiday.

The conservatory doors were soon opened and we enjoyed a cuppa as we looked towards the majestic Schiehallion, one of Scotland’s most prominent mountains.

Blue tits were feeding from the hanging feeders dotted about the resort.

The journey had been tiring but, with a good night’s sleep, that was in the past.

The following day we took a leisurely stroll into the local village of Kinloch

The welcome meeting was well attended and most informative with many questions asked by guests about the local walks and sights.

Providing the weather was kind to us, a week at the resort might not be long enough.

Statue in Hercules Garden

In the afternoon, we took a leisurely drive around the loch seeing some of the sights from various vantage points.

Struan Bridges

We decided to have an evening meal at the MacDonald Loch Rannoch hotel and soon realised that we should have made a booking for the Ptarmigan Restaurant; instead we had a meal in the Schiehallion Bar.

By this time hunger got the better of us and we headed for the nearby café for coffee, freshly baked bread, local cheeses, homemade soup and gateaux. We were certain the walk back would burn away the calories!

We walked on to the falls of Allt Mor where we enjoyed the tranquility and the play of light on the water as it rushed through the rocks. By this time hunger got the better of us and we headed for the nearby café for coffee, freshly baked bread, local cheeses, homemade soup and gateaux. We were certain the walk back would burn away the calories!

We fell into conversation with some of the construction workmen from the nearby road and rail projects who were also having a meal - and what an eye-opener. Some of the yarns they told had us in stitches even though we couldn’t always understand each other’s dialect. Many a tale was told that night and I’m certain everybody had enjoyed a ‘meeting of the clans’.

The following day we set out to visit Blair Castle, Struan Bridges and the Falls of Bruar.

ISSUE 13 • Spring 2013

because of the remoteness, raw beauty and fantastic scenery.

Resort round up

We had seen photos of the area covered in snow, of red deer running away from the on-coming train and had read the words from T.S.Eliot, “Here the crow starves,” and wondered if we would see deer.

As we crossed the moor in the comfort and safety of the train, there was an eerie silence and we could feel the rail line move as we crossed barren land with peat bogs each side of the track.

View from our unit to Schiehallion

Blair Castle is magnificent and we thoroughly enjoyed wandering around the house and surroundings and listening to the castle piper.

The tour is one of the most extensive we have taken and well worth the money.

A must is a visit to the gardens with the Chinese bridge, statues, swan house and McGregor’s Folly. Some friends had recommended we visit Diana’s Grove, which has some of the tallest trees in the U.K.

Our plan was to stop at Corrour station, one of the most remote outposts in this country at a height of 1,347 feet above sea level. But we were not properly clothed or equipped with maps, so decided to stay on the train which descended to the shores of Loch Treig and then passed through the narrow Monessie Gorge.

There were views from the train towards the Islands of Rum, Eigg, Muck and Canna as well as the white sands of Morar.

We arrived at Mallaig, the main commercial fishing port on the west coast of Scotland, and stopped at Jaffy’s for traditional fish and chips.

On our arrival back at Rannoch Station that evening we had dinner reservations at The Moor of Rannoch Hotel. We were made very welcome and were glad we chose a light evening meal as the portions were very large.

This hotel is a little off the beaten track but a real gem and definitely worth the effort.

Our stay at Loch Rannoch would not be complete without taking part in the resort’s whisky tasting evening.

We were given an in-depth introduction to each whisky, where it was distilled and its age and then a given a taste. I must say that the small samples were most generous and a second sample taste was always available. Our walk back to our apartment took far longer than expected and we had only been given samples.

From Queens view

On the way back we stopped at the Falls of Bruar and, passing through Calvine, we went to view Struan Bridges. This is where a road bridge crosses over a river and a railway bridge, crossing over both road bridge and river. A remarkable piece of engineering!

The re-furbishment of the reception area has now been completed and the results have gone down well with owners. There are new tenants in the on-site clubhouse and the management team in in the process of adapting another apartment for disabled use.

Fairways:

A new wi-fi service is being installed which will reach most apartments. There will be a small charge for the service but with the increased use of tablet computers, smart phones and e-readers by our guests, this is a service that will be very popular.

Barnsdale:

The refurbishment programme continues to lodges and apartments with a number of bathrooms and kitchens up-graded and soft furnishings replaced. The swimming pool and spa areas have also been re-furbished.

Leon Dempsey, grounds manager, was awarded employee of the year 2011/12

As our visit came to an end we realised that we would certainly come back to stay at Loch Rannoch. The manager and staff really looked after us and nothing was too much trouble and made our stay enjoyable. by the RADA (RCI) award scheme for consistently achieving above the threshold of its gold crown award scheme.

Barnsdale Country Club is set to celebrate its 25th anniversary in 2013.

On our return we took part in ‘clan night’ at the resort where we were shown what could be done with a piece of tartan cloth. We learnt that a kilt is basically a pleated, wrapped skirt.

The back half of the kilt is pleated, the front half (apron) is the made of two overlapping panels. A true kilt is completely handmade.

After a longer than expected drive to Rannoch Station we managed to catch a train on the well-known West Highland line. This journey has always been of interest to us simply

Pueblo Evita:

Scandinavian Village:

The resort has been awarded a Green Tourism bronze award in recognition of its environmental efforts.

Whiskey tasting night

There is also a live web-cam feed so timeshare owners and guests can check out the weather and what is going on at the resort using their own computers.

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ISSUE 13 • Spring 2013

TATOC helpline passes consumer test The TATOC helpline is one of the most important services provided by the association. Based at the head office in Manchester, the small team is on hand throughout the week taking calls and answering e-mails and online contacts.

Here TATOC director Geoff Chapman reports on what happened at the helpline during 2012.

----------------------------------------------------The TATOC helpline last year received more than 9,000 contacts by telephone, e-mail and through the website. These contacts represented nearly 4,000 individual cases of which 80 per cent were simple enquiries and only 20 per cent were complaints. (see fig.1) This is excellent news for reputable timeshare businesses. But it is a stern warning against the on-going activities of rogue/ fraudulent companies as only ten per cent of all complaints were in any way related to the genuine timeshare product or businesses. (see fig.2) Of the 4,000 individual cases handled by the helpline in 2012 just 75 were directed against genuine timeshare products/ businesses – a tiny two per cent of all contacts to the helpline. (see fig.3) This is an outstandingly positive message for timeshare consumers and businesses and a testimony to our belief in the superb quality and value of the genuine timeshare holiday experience.

We are very proud that the TATOC helpline is exactly that – a timeshare HELPLINE, not a timeshare ‘complaints line’.

Since the helpline was established in 2008 the TATOC board and the helpline team have been hugely proud of the free-of-charge service provided for consumers and others.

But we have always wanted to know for sure what our customers think of the service.

In 2012 an independent survey asked a random selection of helpline users six short questions about their experience of the service. We asked them:

Q1. How easy was it to contact us?

94 per cent found it ‘easy’ or ‘very easy’ to contact us. Only one person found it complicated.

Q2. How helpful and respectful was the

team member?

97 per cent found the helpline team to be ‘very helpful’ or ‘excellent’. Not one person found this aspect to be poor.

Q3. How well did they understand your question/problem?

95 per cent said our understanding of their question/problem was ‘very good’ or ‘excellent’. Not one person found this aspect to be average or poor.

Q4. How knowledgeable and professional

were they?

95 per cent said our knowledge and professionalism was ‘very helpful’ or ‘excellent’. Not one person found this aspect to be average or poor.

information and help you received?

93 per cent said the relevance of information provided was ‘very good’ or ‘excellent’. Only one person found this aspect to be poor.

Q6. Overall how well did we meet your expectations?

93 per cent said their expectations had been met ‘very well’ or ‘excellently’. Only one person found this aspect to be poor.

Overall the survey asked 108 helpline users 648 questions and in 642 responses they said the service they received had been ‘very good’ or ‘excellent’. A further 32 responses were ‘good’ and only four responses (just one third of one per cent) considered the service to be ‘average’ or ‘poor’ in any aspect.

Harry Taylor, TATOC CEO, said: “The results were truly outstanding, and are a resounding tribute to the service provided by our consumer helpline.

“The survey analysis is a tremendous validation of the helpline as a ‘flagship’ service in TATOC’s work on behalf of timeshare owners.

“While the results were extremely positive we will never be complacent, and the helpline team will continuously review, improve and enhance the information and service provided.”

90%

20.30%

10%

79.70%

Q5. How helpful and relevant was the

98%

2%

ENQUIRIES

TIMESHARE RELATED

TIMESHARE RELATED

COMPLAINTS

GENERAL

OTHER

fig.1 Helpline analysis of 2012 cases

fig.2 Helpline analysis of 2012 complaints

fig.3 Percentage of cases that were Timeshare complaints

13

Exchange news

Resorts join Interval

DAE reports strong growth

D

ial An Exchange (DAE) has reported significant growth in Europe during 2012 with numbers up in key areas such as membership base and exchange transactions.

DAE Europe saw membership growth of 21 per cent for the year compared to 2011 levels, with a 10.1 per cent growth rate in exchange transactions. There was also a 17.1 per cent rise in bonus week transactions – defined as late breaks available within six weeks of check-in without the need to use exchange credits.

This strong growth has led to rapid expansion in the European operation, with new DAE service centres opening in 2012 in both Italy and Bulgaria, “Our service centre based in Bulgaria serves members across Eastern Europe, including Russia, Greece and Turkey, with the ability to service those customers in their native languages,” said Oliver Green, managing director of DAE Europe.

In 2012, DAE Europe entered into 23

new resort agreements, where resorts and resort groupings agree to promote DAE services to their owners. These resorts are located across Europe, from the U.K., Italy and Spain through to point of sale agreements at resorts in various locations including the U.K. and Portugal.

“DAE Europe believes in the right of the timeshare owners to transact with whichever exchange company best suits their requirements,” added Green.

“Because of this belief in consumer choice, we do not actively pursue a policy of exclusively affiliating specific resorts, though we do of course work with resorts to ensure that their owners can maximise the potential of their timeshare investment.”

DAE offers free membership for timeshare owners looking for a costeffective way to exchange their product and explore the world of possible holiday options available through the DAE website. The company does not charge up-front membership fees, with payment required only after confirmation and processing of the request.

Portofino Est Residence signs exchange agreement

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wo new destinations are now available to Interval International members.

They are:

Mount Cinnamon Resort Hotel and Beach Club, Grenada - recognised by London’s Sunday Times Travel Magazine as one of the “100 Best Hotels in the World” in 2010. This property is nestled on a hillside overlooking Grand Anse Beach, in the southwest section of the island, just 20 minutes from the capital of St. George’s.

Peter de Savary, an international entrepreneur and philanthropist, who has been actively involved in the hospitality and leisure industry for more than three decades, developed the resort.

He noted, “Grenada has been my second home for many years and I am thrilled to bring shared ownership to the island and set the bar for the industry with such an exceptional resort.”

The villas and suites range from one to three bedrooms and offer scenic views of crystal-clear waters and acres of tropical gardens. All have a fresh contemporary décor, spacious living rooms, fully- equipped kitchens, flat screen TVs with surround sound, complimentary Wi-Fi internet access, and expansive terraces and balconies.

On-site amenities and services include Savvy’s Restaurant and poolside bar, outdoor pool, private beach club with cabanas, state-of-the-art fitness facility, beach side and indoor air-conditioned spa, tennis, children’s club, yoga center and concierge desk.

Dive Blue Beach Resort, near Marsa Alam, on Egypt’s Red Sea Riviera – Set for completion in June 2014, the first phase of the resort’s development will offer 81 timeshare units, two large swimming pools, a marina, restaurants, and shops covering 15 acres on a prime stretch of coastline.

In addition to the shared ownership development, the self-contained destination resort will have a 245-room hotel on site.

“Dive Blue Beach Resort sets a new standard in Marsa Alam,” said Sherif Khalil, Interval vice president of business development for Middle East and North Africa. “Its world-class dive centre will rival resorts in other Red Sea locations like Sharm el Sheikh and Hurghada.”

A

new agreement has been concluded between Italian resort Portofino Est Residence and Dial-An-Exchange.

The plan allows DAE to offer its free timeshare exchange membership programme directly to Portofino Est Residence owners with the support of resort management.

Consisting of 72 holiday-style apartments, the resort, located in the Golfo di Tugullio in Rapallo, Liguria, has recently undertaken major renovation work, with about half of the apartments having been completely refurbished.

Portofino Est Residence has two

swimming pools, solarium, bar, club house and a magnificent view of Golfo del Tigullio.

“We are very excited to welcome Portofino Est Residence to the DAE family and our great value exchanges based on our model of simplicity, emphasis on customer service and value for money,” said Maria Cristina Tosi, of DAE Italy.

DAE opened its new office in Italy three months ago in an effort to better service the European continent. Principals Maria Cristina Tosi and Renata Patara are highly experienced timeshare industry professionals, having previously worked in business development roles for many years with RCI.

Centrepiece of the resort is its pristine beach, stretching almost a third of a mile along the Red Sea. Staff at the on-site dive centre will arrange classes for beginners and professional divers, as well as dive trips to area reefs.

Other planned amenities include two outdoor adult swimming pools with rock formations and cascading water streams, two separate children’s pools, and a beach bar. An indoor swimming pool is part of the Spa and Wellness Centre that features fitness and spa treatment rooms, saunas, steam rooms, and whirlpool baths. There are also two clay tennis courts and a Kid’s Club with swimming pool, playground and indoor games room.

Housed in three-storey buildings with panoramic sea views, the 33 studios, 30 one-bedroom and 18 two-bedroom units will share amenities and services with the adjacent hotel, including 24hour room service, concierge, babysitting, laundry and dry cleaning services and a medical clinic.

ISSUE 13 • Spring 2013

RCI adds 150 properties in 2012

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CI added 150 new affiliated properties to its global network last year.

These additions join a collection of more than 4,000 affiliated resorts in popular destinations around the world.

“We are delighted to be celebrating the addition of 150 new affiliated properties in 2012,” said Gordon Gurnik, president, RCI. “These new properties offer unforgettable vacation experiences in amazing destinations, from India and Portugal, to Mexico and Las Vegas. We are proud to be working with these great affiliated resorts, and we know our members will be excited about their new holiday prospects.”

Some of the properties that joined RCI’s network of affiliated resorts in 2012 include: The Royal Haciendas, an all-inclusive, beachfront resort located within one of the Riviera Maya’s most prestigious oceanfront golf communities, which is one of the six Royal Resorts in Cancun and the Riviera Maya that recently affiliated with the RCI network, offering spacious suites and an impressive array of activities, sports and services;

Elara, a Hilton Grand Vacations Club property, where guests can overlook the heart of Las Vegas through the floor to ceiling windows in their suites, and then join the fun thanks to the central location; Hokulani Waikiki, another Hilton Grand Vacations Club property, offers members a quintessential Hawaiian experience of relaxing poolside under rooftop cabanas, enjoying yoga under palm trees, and experiencing live entertainment and outdoor festivals while staying at the beautiful resort; Riverwalk Resort in Lincoln, N.H., where guests can relax in the comfort of their spacious suites after a day of enjoying the great outdoors at Loon Mountain with activities such as scenic gondola rides, ziplines, and hiking and biking trails; Ramada Gurgaon Central offers members a new urban vacation choice in India, where travellers can enjoy the best in sightseeing, shopping and entertainment near the city center of Delhi, along with exploring monuments steeped in centuries of history; Enotel Lido, in Portugal, where guests will find dramatic views of the Atlantic Ocean from their bright, spacious rooms and suites, along with excellent restaurants, bars, and spa and fitness facilities onsite.

We won a lifetime of holidays!

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wo lucky RCI members started 2013 with two free exchange holidays each to use this year… and every year from now on for the next 20 years. That’s 40 free RCI exchanges!

How did they win? They entered RCI’s ‘Lifetime of Holidays’ prize draw, run in

Mr and Mrs Plant receiving their RCI prize from Sean Lowe, managing director, RCI EMEAI region.

last September’s issue of Endless Vacation, RCI’s member magazine. The draw was in celebration of the magazine’s name change.

The names of all RCI members making an exchange or points reservation were automatically entered into the draw, from which the names of both weeks and points members were drawn.

Mr and Mrs Plant, RCI weeks members who live in Warwick, pictured, and RCI Points members, Mr and Mrs Timar from Hungary, were the winners.

RCI Platinum just got better The pool at the Royal Haciendas

Buy a slice of Devon

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R

CI Europe starts the year with the affiliation of Mullacott Park, in north Devon. Timeshare purchasers are given free RCI Points membership and the chance to gain a rental income.

The resort is located between Woolacombe and Ilfracombe, with panoramic ocean and meadow views. A selection of environmentally friendly two- and three-bedroom lodges provides stylish accommodation.

The developer, Wilson Leisure, is offering an exclusive RCI membership package. With prices starting at £5,000 per week, those buying four weeks or less receive a three-year RCI Points membership and with purchases of five weeks or more, a five-year RCI Points membership.

There is also a rental opportunity to gain a guaranteed income from owned weeks, as well as the benefit of being able to holiday at Mullacott Park or deposit your weeks with RCI to travel to the thousands of other destinations across the world available to RCI members.

CI members who sign up or upgrade to RCI Platinum will receive a one-year membership* of the U.K. and Ireland’s biggest dining club, ‘tastecard’. This gives members 50 per cent off food bills – or two for one meals – at 6,500 restaurants.

RCI Platinum is a level of membership offering a range of exclusive benefits, such as priority access to resorts, unit upgrades and discounts on experiences, including Open Fairways Golf memberships, Virgin Experience Days and City Sightseeing.

To join RCI and claim your ‘tastecard’ membership visit RCI.com, where you can also learn more about the rich rewards of RCI Platinum membership. * tastecard membership is an introductory only offer and applicable for the first 12 months of platinum membership only.

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Resort focus:

Belton Woods Sharetime caught up with the chairman of the Belton Woods owners’ committee, Mike Leybourne and his wife Dee, to get their take on seasonal ownership, being on an owners’ committee and why Belton Woods is such a special place.

What first attracted you to Belton Woods?

We had owned at Cameron House on Loch Lomond since 1995 and got to know the sales executive there, who then moved on to the new De Vere resort at Belton Woods.

Through him, we were invited to view the new development. When we first visited, the lodges were still under construction so we bought off plan in 1999 but couldn’t occupy until our second year of ownership as the unit we chose wasn’t completed until then, but De Vere did provide us with an alternative unit for our first year.

A few years later, we bought our second lodge and we were so taken by the place that we purchased a third week a few years later.

Why did you choose to buy timeshare in the first place?

Word of mouth. A colleague who owned at Cameron House recommended it to us and when we went along for our first sales presentation, we were really impressed with the quality that De Vere had to offer. We’ve never regretted our decision.

Why did you decide to put yourself forward for the Belton Woods Owners’ Committee?

The general manager at the time invited me to get involved with the committee while the estate was being constructed.

I have been involved in voluntary committees most of my adult life and felt the opportunity to be a member of the Belton Woods Committee meant I could hopefully use my experience not only for the benefit of the owners I was representing, but also be a part of this new development from the very beginning.

The early committee meetings were simply a get-together in a hotel in London over a cup of coffee – oh how things have changed!

Meetings are a lot more structured now and always take place at Belton Woods.

Were there plenty of people willing to join the committee in the beginning?

No it was a struggle from the beginning to entice fellow owners to join.

When were you elected chairman?

I was elected about six years ago when the previous chairman stood down.

From your experience on an owners’ committee, what do you see as the main challenges as well as the best parts of being on such a committee?

The main challenge at Belton has always been to balance the management fees with quality and standards and with ever-increasing costs.

This is never an easy thing to achieve.

Succession planning is another big challenge I face. Finding new blood to join the committee over the past few years has been difficult, but I’m pleased to say that we now have three owners interested in putting themselves forward for election at the next AGM. Our plan is to invite them to experience committee life by joining us at our next meeting.

THE RUN DOWN Nestling in 475 acres of peace and tranquility, on the outskirts of the town of Grantham, Lincolnshire, lies Belton Woods Resort.

Only 75 minutes from the centre of London, the Belton Woods resort has a charming rural setting with luxury holiday lodges of all sizes dotted around the estate.

Each lodge boasts a south facing view from the balcony, overlooking the golf courses and countryside beyond. The lodges offer an exceptional range of two and three bedrooms, all tastefully decorated in a timeless, yet distinctive manner. The open-plan living area is perfect for entertaining or spending quality time with family and friends.

Whether you dine in the Claret Jug or Stanton’s Brasserie you can enjoy the glorious views of the golf courses. If you plan on a round of golf make time for two so you can enjoy both of the PGA approved championship standard courses.

If golf is not your thing, work up an appetite by enjoying the tennis courts, squash and racket ball courts, fitness studio, state-of-the-art gym, off road Segways, archery and quad biking. Follow this with a pampering and relaxing Espa facial and full body massage in Serenity Spa or take a dip in the heated pool.

For the children there is an on-site nursery and children’s play area.

At Belton Woods there is something to suit everybody but don’t take our word for it.

ISSUE 13 • Spring 2013

Was golf a factor in you purchasing at Belton Woods?

Absolutely! The golf facilities are spectacular. I would love to say my game has improved during this time, but I would be lying! My wife and I both play golf so it’s a great opportunity for us to spend quality time together.

In 2012 De Vere, in conjunction with the committee, carried out a review of all the club documentation. Is this one of the biggest tasks the committee has undertaken to date?

It certainly was a big undertaking but both Allan and the committee worked through the whole process with a very structured and positive approach. It was a great credit to De Vere to carry out this exercise and have the committee’s input into the new documents from day one to the conclusion at an SGM in October.

You must have seen many changes over the years, what has been the most positive change for owners at Belton Woods?

The most positive changes we’ve seen on the resort have revolved around the hotel and the facilities on offer.

Over the years there have been some inconsistencies in the quality of service in the restaurants and leisure club, but in the past three years we have seen a huge improvement.

Tim Price, the hotel manager, is doing an excellent job and has warmly welcomed the lodge owners.

Who is the better golfer?

Definitely. We appreciate all Mark does. He goes the extra mile to make a visit to Belton special and we are very happy with the service his team provides.

I receive great feedback from other owners about the hospitality and service Mark and his team offers. He is a fantastic asset to Belton Woods.

As chairman of the committee you must work closely with Allan Reich and his team. How do you find that relationship?

Tremendous. Although we don’t always agree with each other, we have a great mutual respect and excellent working relationship.

It’s paramount to the success of Belton that the committee and the management company work closely together and are always honest and transparent.

D

ial An Exchange (DAE) is launching a ‘manifesto for quality and choice’. The aim is to ensure the company sets high standards for customers and offers the widest possible selection of holiday opportunities.

The manifesto includes DAE’s commitment to providing quality accommodation at the lowest prices.

Dial An Exchange, managing director Europe, Oliver Green said: “Quality and choice are the watchwords. We want to show that low cost doesn’t mean low quality.”

The ‘manifesto’ commits the company to making its membership free with exchanges at the lowest rates - starting at £84 for Europe and £99 for long-haul destinations.

The company claims more than 3,500 properties worldwide and members can request any exchange no matter what they deposit. When a week is deposited into DAE’s holiday pool, members will be contacted when it’s available.

DAE has, for three years in a row, been voted the best in the industry for outstanding customer service The enhanced Gold Advantage Service includes discounts on exchanges and rentals, unlimited priority holiday requests and special incentives on exchanges to specified areas such as Thailand, India and China.

Em…. I would have to say Dee!!

Am I right in saying you have a good relationship with, and respect lodge manager Mark Shadbolt and his team at Belton?

DAE launches quality and choice manifesto

The committee has a great relationship with Tim and his team in the hotel.

We are now in the early stages of planning a Belton Woods Owners Golf Tournament.

Mr Green added: “We believe that by offering our members access to every available week in our inventory, and not restricting what is available to the customer dependent upon his or her own ownership, DAE is able to offer the widest choice possible.”

During the years you’ve spent at Belton you must have explored the surrounding area at length. Where is your favourite place to visit?

Azure Malta launches photo competition

We mostly use the on-site activities and facilities but when we do venture out we enjoy visiting Lincoln.

t is said that a picture speaks a thousand words. So TATOC member resort Azure Malta is encouraging all guests and members to start taking more photos when they are on holiday in Malta.

Woodhall Spa, headquarters of the English Golf Union, is another of our favourite places as is the town of Grantham, which is only three miles away. The surrounding area suits all age groups.

Why is Belton Woods such a special place for you and Dee? It is a place of happy memories for us and we always look forward to coming. It has a lovely atmosphere and the staff always make us feel so welcome.

I

The new photo challenge will see photos of Malta and the resort shared with the rest of the world - using social media.

Participants are invited to visit the resort’s Facebook page, like it and “post your photos for everyone to see”.

The Azure marketing team will choose their favourite photo each week. The winner will be announced on Facebook and on the Azure website every Friday morning until the end of March.

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SHARETIME

An Austrian twist on timeshare TATOC affiliate LiveShareTravel takes a look at an innovative timeshare product from Austria set to tempt a new generation of owners.

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s holiday options multiply and consumer tastes alter it is necessary for timeshare to reassess itself.

Thankfully many in the industry are doing just that, attempting to shape the future, rather than playing catch up.

Some developers have turned to short-term products, instead of the traditional inperpetuity timeshare. Others are introducing trial memberships, allowing holidaymakers to try the product for size. A third possibility is investment-based products.

One such innovation can been found at Hotel Neue Post in Zell am See, Austria, where owner, Harald Bruckner, has developed a new model of ownership.

Eighteen months ago, he launched a unique holiday club in which guests can become shareholders in the hotel itself. For a minimum €10,000, seven-year investment, owners can visit the hotel for one week each year and enjoy a discount of €875 on food, drink, spa treatments and entertainment. Any additional costs can be paid for or deducted from future holidays.

With an investment of €10,000 owners can look for one of two types of return: 1. A taxable annual cash interest of three per cent, for as long as they remain investors in the hotel. After a minimum of seven years they can leave the club and their €10,000 will be reimbursed.

2. A tax-free one week holiday per year, worth up to €875 (an 8.75per cent return), for as long as they remain an investor in the hotel. After a minimum of seven years you can leave the club and your €10,000 will be reimbursed.

Harald Bruckner calls the new holiday product, HNP Club (for Hotel Neue Post) and it has already attracted more than 100 investors. He says: “The club makes our guests owners in the hotel – they’re effectively investing in it.”

“After the minimum term of seven years they can request return of their original €10,000 investment and leave the club.

Hotel Neue Post is located in the heart of Zell am See, just 150m from the nearest cable car station taking skiers and hikers to its mountain reaches, and five minutes from Lake Zell.

“Alternatively, if they enjoy their holidays here as much as we hope they will, they can keep coming back and enjoying a discount of €875 on our hospitality per year.

Accommodation includes studios with kitchen facilities; but most are large double bedrooms with en-suite bathrooms, balconies with tables and chairs, free wi-fi and flat-screen TVs.

“It’s a unique holiday offer – investors become shareholders of the hotel. It’s less suited to people wanting cheap holidays, but to those with €10,000 to invest they become part of one of the best hotels in Zell am See.

Other facilities include a spa with two saunas, steam room, infra-red cabin, a large Jacuzzi and relaxation area, a covered heated outdoor pool, large gardens, bar, and restaurant serving local and international food.

“It is not a risk-free proposition – the money is not secured by banks or trustees – but it does provide a tax free investment option.

The hotel has teamed up with holiday exchange providers like RCI and Dial an Exchange to offer stays at holiday destinations around the world.

“And with risk comes opportunity – our guests have the opportunity to holiday with the family in a great destination, staying at a hotel with excellent facilities for no more than the price you paid today.

Spain hosts 1 million more tourists in 2012

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pain hosted 1.2 million more foreign tourists last year than in 2011 due to more visitors from emerging markets like Russia and Brazil, political unrest in North Africa and a relatively weak euro.

Tourism accounts for around 11 per cent of gross domestic product (GDP) in the euro zone’s fourth-largest economy and is one of the few areas of growth in a country blighted by a severe recession and 26 per cent unemployment.

Domestic tourism remained steady in 2012 from the year-ago period.

“2012 has been a good year … and the number of tourists, spending and over night stays will also increase in 2013,”

“For the hotel meanwhile, there’s the opportunity to use the interest from monies paid by members to finance projects here.”

said industry minister Jose Manuel Soria.

Just under 58 million international tourists visited Spain in 2012, and they spent six per cent more there than in the previous year - 56 billion euros - nearly 1,000 euros per person.

More Germans and French travelled, and the number of Russian tourists jumped 41 per cent from 2011.

Spain is one of the world’s top tourist destinations, although it was ousted from its No. 3 ranking for international arrivals in 2010 by China.

France and the United States take the top two positions.

Each year shareholders can put their €875 cash allowance towards a holiday with one of these providers, which would allow for a stay at an equally good quality resort.

ISSUE 13 • Spring 2013

Worldwide Timeshare Hypermarket achieves coveted re-sales accreditation award

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orldwide Timeshare Hypermarket is the first organisation to be awarded the coveted status of TATOC accredited re-sale company.

The association launched its accreditation programme for timeshare re-sale companies this year. Re-sale joins the existing resort accreditation programme as TATOC’s flagship award.

Harry Taylor, TATOC executive chairman, explained: “The re-sale accreditation programme is TATOC’s gold standard or kite-mark recognising the very best business practices in our industry.”

Under TATOC’s new five-year plan, accreditation programmes will be launched to cover other areas of the timeshare business.

seeking help or information about companies who have contacted them.

TATOC believes consumers need a trustworthy way to separate reputable companies from the rogues.

TATOC considers that accreditation will eventually put an end to this confusion by awarding recognition to only those companies who comply with all required legislation, codes of conduct and practice and operate in an ethically and moral way.

WWTH’s Phil Watson with TATOC’s Harry Taylor and Geoff Chapman

Worldwide Timeshare Hypermarket (WWTH) was the first company to apply for re-sale accreditation. Two inspection visits were completed at its offices in Bournemouth.

Geoff Chapman, TATOC director, told Sharetime: “It is essential to TATOC that the award of accreditation is seen to be hardearned and meaningful.

“Accreditation inspections are comprehensive and rigorous, and based on full compliance with our code of conduct and relevant codes of practice. As the first company to undergo re-sale accreditation this was especially so, and we are grateful to WWTH for their open and thorough participation during the inspection visits.”

One of the biggest issues for timeshare owners and reputable businesses is the activity of rogue and fraudulent companies posing as ‘re-sale companies’. This leads to confusion by owners who do not know which companies to work with.

The TATOC consumer helpline receives hundreds of calls each month from consumers

WWTH has been affiliated to TATOC for many years and is a signatory to the TATOC code of conduct and re-sale code of practice. Formal accreditation was the obvious next step for the business.

The re-sale accreditation provides the highest level of TATOC recognition for companies who have successfully passed a rigorous and comprehensive inspection and been found to deliver a high quality re-sale service to owners.

Geoff Chapman added: “For a re-sale company to be able to say it has been awarded the coveted accreditation status by TATOC – the largest, independent, timeshare consumerrepresentative body in Europe - is a powerful and positive statement of quality and standards.

It will have a major beneficial impact to both the company and its individual customers.”

Phil Watson, WWTH chief executive, told Sharetime: “We are delighted to be the first re-sale company to receive TATOC accreditation. Everyone at WWTH is hugely proud of our good relationship and affiliation with TATOC.” Companies awarded accreditation can use the dedicated logo in advertising, marketing and sales documentation, on websites and in communications with consumers.

They will also receive an accreditation plaque to display at their premises.

One of the biggest issues for timeshare owners and reputable businesses is the activity of rogue and fraudulent companies posing as ‘re-sale companies’.

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ADVERTORIAL

{All} in one

You have a fabulous location, lashings of sunshine & great accommodation – is there anything more you could want from a holiday? How about great value for money...

The RCI all-inclusive holiday delivers on that as well. By RCI’s Helen Foster

P

robably like many of you, I questioned the value and quality of the all-inclusive holiday. Recently I decided to take the plunge with an allinclusive experience in Ibiza.

By the end of the first day I knew it was a good decision.

We enjoyed a long lazy breakfast, lunch by the pool, drinks and snacks throughout the day whenever we felt like it, a delicious dinner from an amazing choice of menu options, followed by a fun evening of live entertainment and more drinks. All this and not a thought given to meal planning, where to eat or what we’d spent. Even when you go off to explore, a good breakfast sets you up for the day and dinner will be ready when you return. That’s what I call a holiday!

Partying at the Palace: Alan and Bebe Dingomal with their daughters celebrated with friends at Golf Club at Moon Palace.

The hassle-free holiday Inspired by my first all-inclusive experience, I talked to some RCI members to learn more about this great way to holiday.

Alan Dingomal joined RCI 12 years ago when he bought two weeks of timeshare in the Dominican Republic. He went on his first all-inclusive holiday with RCI in August last year, when he and his family went to Cancun in Mexico as part of a party of 12 to celebrate a friend’s wedding anniversary.

All-inclusive experience in Ibiza?

The London couple stayed at Golf At Moon Palace (RCI ID: A134) which is at the top of the price range offering exceptionally spacious and luxurious accommodation, including villas. Alan was impressed. “Using my RCI exchange, it worked out a much cheaper way to access a holiday of this quality than the high street,” he said. “I took a party of six for two weeks at a cost

of two weeks’ exchange plus £6,700 – and that included flights. The other party of six friends paid £15,000 for the same holiday through a high street agency! OK, I had to exchange my RCI weeks, but I paid for those 12 years ago and can use them every year for different holidays. It really was amazing value for money. I honestly don’t know how they do it.”

Among the holiday extras the Dingomal party enjoyed was the choice of amenities offered by three Moon Palace Hotels within their resort area, plus another four sister hotels close by – with free transportation between resorts. “That gave us 13 restaurants to choose from and the evening shows were fantastic,” said Alan.

“The holiday was excellent value for money and I would thoroughly recommend the allinclusive experience.”

ADVERTORIAL

Luxury for less in St Lucia St Lucia is an island country in the eastern Caribbean Sea where RCI members Christine and Trevor Bray from Surrey, discovered a different way of life during their all-inclusive holiday at Smugglers Cove Resort & Spa (RCI ID: R871).

Exclusive RCI Offers were on the beach, we didn’t have very far to go for refreshments at the resort bars and restaurants – where we didn’t have to worry about paying for our drinks!”

St Lucia is known for its breathtaking landscapes and forests, as well as its ancient fishing villages and grand town squares. The Brays enjoyed all the island had to offer, as Christine explained: “We ‘ziplined’ through the beautiful botanical forests, bathed in waterfalls and took a boat trip to Soufrière, the old capital originally founded by the French, with its amazing architecture and a view of the Pitons – the Smiles included: Christine and Trevor Bray relaxing on a towering twin volcanoes boat during their stay in St Lucia at Smugglers Cove. that dominate the west coast of St Lucia. The zipline was scary but the instruction was excellent and once we This village-style resort features singlewere up in the forest canopy and the storey accommodations in 60 acres of fresh air hit our faces, it was simply tropical gardens where cascading pools exhilarating.” lead to a sandy beach. With ocean-view al fresco dining, the resort offers a choice The Brays have been RCI members since of four restaurants and six bars, as well as 2009, owning at Diamond Calypso Club swimming pools. in Lanzarote and Heritage Resorts at Matchroom in Spain. It was their first time in St Lucia and there can be no better testimony to their holiday than in January this year, the couple allowed their daughter and her boyfriend to use their timeshare to go on the same holiday!

Hotel Moon Palace and Hard Rock Hotel in Mexico both offer exclusive holiday packages to RCI members, who can opt to pay for four nights – and get three nights’ stay FREE! Or, if resort activities and exploration of the local area top your list of holiday highlights, you can take the resort credits offer to receive $1,500 per booking to spend on resort or at selected local attractions.

To book an all-inclusive holiday with RCI you need to use your RCI Points or Weeks, plus pay an additional all-inclusive fee – and then go and enjoy every indulgence at your resort without thinking about spending again! For more information call 0845 60 86 380 or login to RCI.com

Out & about: The Brays loved their all-inclusive resort, but took every opportunity to get out & about.

at Smugglers Cove Trop ical trea sure: A stay xing experience. rela truly a is Resort & Spa

“The all-inclusive lifestyle really appeals to us,” said Christine. “We loved our resort. It was very laid back, with lovely views of the sea and set out very attractively like a village. I would say it was the ideal chill out holiday. The resort gardens were so beautiful that we spent a lot of time just strolling around them.

“Smugglers Cove beach is a mere 100 yards from the resort, so even when we

A touch of luxury: There are three resorts on the Moon Palace complex and accommodation ranges from standard resorts to suites. A Moon Palace apartment (above right).

22

SHARETIME

Sharetime Holiday Store launched

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ooking for that last minute holiday read, designer sunglasses or need to replace your suitcases? Then check out the new Sharetime Holiday Store on the Sharetime magazine website.

Powered by Amazon, the store gives you instant access to a wide range of holiday products including books, Kindle downloads, cameras, headphones and luggage.

Diamond walks for charity

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iamond Resorts International has hosted a number of charity walks at its U.K. and European resorts. In December 2012, owners, members and guests joined together with Diamond team members to raise £6,000 for local charities.

operations team. At one event over 160 people took part.

Each walk ended with hot chocolate, coffee and biscuits for participants. Resorts unable to organise walks due to the weather, provided a games programme instead.

All products are supplied through Amazon or their associated distributors, so you can be assured of great prices, delivery and customer service.

Over 25 resorts and 591 individuals participated in the events which were organised by Diamond’s European resort

Diamond resorts work with local charities as part of their social responsibility within the local community.

So when you visit the site for the latest timeshare and travel news, click on the Sharetime store on the homepage menu and take a look at what is on offer.

New RCI interface makes resorts more efficient

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ATOC affiliate Merlin Software has launched an RCI interface, which is set to make resort interactions with the exchange company faster and more efficient.

RCI announced in December 2012 the launch of its Deposit Simplification Interface allowing links between its system and external property management systems. The aim of the interface is to integrate and automate operational processes for RCI affiliates. Merlin Software is one of the first to exploit this link.

The recently completed interface between RCI and Merlin Software allows members’ deposits to be automatically validated and deposited into the affiliate’s site on Merlin Software’s cloud-based software.

Inbound RCI reservations are also automatically created and maintained in both systems thanks to the intelligent interface.

As Merlin is provided to end-users on the Software as a Service model (SaaS), this

Merlin customers who are RCI affiliates are now able to access: • Real time deposit verifications with little or no manual processes; • Inbound guest lists automatically entered in to the Merlin system; • Inbound guest reservations automatically booked; • Timesaving in assigning units for inbound guests; and • Improved check in process for resorts.

Merlin’s boss, Mike Pnematicatos explains: “Merlin Software has been encouraging this technology advancement for some time with RCI and is one of the first of the property management software providers to complete this interface which allows RCI affiliated

Merlin Software provides a complete and fully integrated software solution for today’s vacation ownership business from single site resorts to complex multi-site, mixed-use developments. new interface requires no installation or manual updates by Merlin’s customers or their systems. Once configured the new functionality will be available to those customers who wish to use the service and who are also RCI Affiliates.

resorts to have their live data automatically fed from the RCI system directly in to Merlin. Our team worked incredibly hard on this project because we understood the huge benefits it can bring to our clients who are RCI affiliates.”

Merlin Software provides a complete and fully integrated software solution for today’s vacation ownership business from single site resorts to complex multi-site, mixed-use developments.

Merlin is offering TATOC member resorts a free resort software health check to help them benefit from the latest advances in technology. Visit the Merlin website for further information (www.quickmerlin.com).

ISSUE 13 • Spring 2013

Privilege Club set to tackle industry issues

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And as owners age and incomes are challenged, the long-term commitment can become a worry – and many are unwilling to pass this financial liability on to the next generation.

The Privilege Club is an innovative product created in association with RCI that combines all the advantages of traditional timeshare with greater ownership flexibility.

It is not just owners who are affected by the issue of management fees. The Timeshare Channel team works closely with mature resorts and believes the new club will provide a solution to ever decreasing management fee revenue.

ATOC affiliate The Timeshare Channel has launched a product at its affiliated resorts which tackles two issues facing the timeshare industry today – exit strategies and increasing maintenance fees.

The Club complies with all the necessary European legislation and TATOC’s own requirements and is suitable for current timeshare owners while appealing to a new, younger market looking for a different style of ownership.

Timeshare owners might not understand where the money goes, but they know each year an invoice for maintenance fees hits the doormat.

“This knowledge, however, does not make the management charge easier to pay – nor does it make the on-going commitment easier to deal with,” explained Lee Woodward, managing director of the Timeshare Channel.

“We work with resorts whose owners are facing management fee issues. We help owners become maintenance fee free, legally released from their timeshare commitment and ensure that they have no further dealings with their ownership,” added Woodward.

Simplicity is the key to the success of the Privilege Club. For a reasonable fee, owners receive five high weeks of holiday to be taken over a maximum of five years at their home resort, affiliated resorts in the portfolio or through exchange with no further financial commitment. Should they wish to maximise their ownership, they can by opting for mid or low weeks, allowing them up to fifteen weeks holiday over the term.

The Privilege Club addresses the issues facing owners with a long-term commitment In return The Timeshare Channel takes over to paying a management fee – and who may the full responsibility of the ownership, even have ownership in perpetuity with no becomes legally responsible for the timeshare opportunity of breaking free.

Its Simple, Buy, Sell, Rent advert 210x148.5mm v4(O).pdf 1 10/12/2012 16:29 week/s and the associated management fee

and disposes of the timeshare through The Timeshare Channel.

From the fee charged, the resort is paid five years’ of management fee directly and upfront.

Woodward described the background to the development of the club: “We pride ourselves on transparency and openness.

We know timeshare owners are wary of new products thanks to unscrupulous companies.

Many timeshare owners have had a “bad experience”. However what is less known is that resorts, committees and developers have also had “bad experiences” with unscrupulous marketing companies causing all manner of harm and difficulties.”

While there are many products and services available in the marketplace or being developed to help timeshare owners, many of the options are expensive and involve some form of ongoing financial commitment by the owner.

“The Privilege Club is great value. Once an owner joins there are no more maintenance fees, no exchange fees and it is simple to use.

They enjoy five weeks of holidays and that is it,” added Woodward.

“We are simply trying to help our owners and our resorts get the best out of the fabulous product we are involved with: timeshare.”

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ISSUE 13 • Spring 2013

Wise Words: Effective owner communications from both sides

by Lisa Ann Schreier

L

et’s face it: timeshare is a significant purchase dealing with an important part of life…holidays.

If you’re a timeshare resort or HOA and your owner communications merely consist of the annual maintenance fee bill, you’re missing a great opportunity and potentially creating a problem.

If you’re an owner and all you receive from your home resort or HOA is the annual maintenance fee bill, you need to demand more.

THE OWNERS PERSPECTIVE DEMAND MORE Even if you never go to your home resort, never attend owners’ meetings (an issue for another day), you must demand that your home resort provides you with regular, nonsales oriented information about the resort and all matter of timeshare related issues.

Why? Simply because timeshare in 2013 is significantly different and more complex than it was in 1983, 1993 or even in 2003. Sure, you need to know what the annual fees are and how much they’ve gone up…but you’re also due an explanation.

Some of the other key issues your resort should volunteer: • Major improvements at the property such as pool resurfacing, roof repair, addition of Wi-Fi and so on; • Key personnel changes at the resort - you shouldn’t have to search to find out who to contact about specific issues or concerns; • News about current and on-going issues of concern to timeshare owners such as scams, owner meetings and, of course, the date of the next HOA meeting.

Unfortunately, the current economic climate has made it easier and easier for unscrupulous individuals to prey on misinformed timeshare owners.

You need to know from the resort that they are not calling owners and offering them a “way out” or any other offer that comes your way.

THE RESORT PERSPECTIVE OFFER MORE, WITHOUT FEAR Even if you’ve never done so, you simply must start communicating with your owner base on a regular basis. For all the reasons I covered above, plus one overriding benefit … uneducated owners are costing your resort thousands of pounds every day.

Whether you have owners who no longer use their timeshare and therefore think it is acceptable not to pay the annual fees or, worse, owners who pay a company to take the timeshare from them -again resulting in unpaid fees - owners need to understand the implications, benefits and responsibilities of ownership.

Communication is a word often mentioned at annual general meetings and conferences, but not always put into practice. Lisa Ann Schreier, the timeshare crusader, looks into effective communications where everyone plays their part.

Ownership is a good thing…if anyone feels that it isn’t, or that the cons outweigh the pros, they need to be educated. They also need to know that they are an integral part of the resort’s well-being and that their actions affect thousands of other owners.

At too many owners meetings that I attend here in the States, HOA managers and directors tell me that they aren’t offering their owners information about potential scams because they are afraid it will open the floodgate to owners wanting out.

It’s just not true. Most owners are very happy with their timeshare and are not looking for a way out. And let’s not forget that owner communications can focus on the good news…and there’s lots of it if you know where to look. There is a big difference between sharing information (a great thing) and selling (a not so great thing.)

Here are some examples of information sharing: Upgrades (hopefully not downgrades) in RCI rating; New exchange company resort affiliations; Upcoming projects; and Any challenges the resort may be facing.

A quick word about that last point. Don’t be afraid of telling your owners of any challenges you may be facing. A typical resort has thousands of owners from diverse backgrounds and each with a world of experience.

They can be your greatest asset. The solution to a potential challenge may very well come from your owners!

Recently, I heard from owners who receive word about the annual HOA meeting less than two weeks out. Frankly, this is unacceptable. HOAs need to get the word out about the annual meeting as soon as a date is set, which for most well run HOAs will be months ahead of time.

Organizations such as TATOC and publications such as Sharetime do a terrific job in bringing the good news about the industry to the forefront, as well as alerting owners to potential issues. Individual timeshare owners need to hear this news from resorts as well.

Remember that your resort is not a bunch of buildings. Your resort is made up of individuals. Just as consumers initially purchase because of the individual salesperson and not the concept of timeshare, they return and exchange into your resort because of the people that make up the resort.

Unsure of where to start? Send me an e-mail at lisa@timeshareinsights.com. I’ll be happy to review your current communication pieces at no cost and help you get started on the road to better communication.

High Court closes down scam company

R

est Assured Property Services Limited, a company which targeted victims of a previous holiday club scam, has been closed down by the High Court following an investigation by the Insolvency Service.

The investigation found that Rest Assured cold-called members of the ‘club class’ holiday club and offered to sell their memberships to interested buyers in exchange for an up-front fee of £749.

After the victims paid this initial fee, they received contract papers and then received further telephone calls demanding that they make additional payments of between £960-£1,460 to enable the sale to progress.

Rest Assured used this method to take £226,000 from its victims but did not sell on a single holiday club membership. The court heard how the company passed on the money to several individuals, some of whom had no known connection to the company. These people spent the money on flights, hotel bills and designer shopping.

All the known victims of Rest Assured were also all members of the Club Class holiday group, seven connected companies wound up in the public interest by the High Court in London on October 3, 2012, following a probe by Company Investigations of the Insolvency Service.

That investigation found that companies in the Club Class group had targeted consumers whom had been mis-sold timeshares They used high pressure techniques to persuade consumers to relinquish their timeshares in part-payment for membership of the Club Class holiday club.

However, customers found that relinquishing their week(s) to Club Class did not release them from their timeshare charges and they were unable to claim cash back incentives which had been held out to them.

Commenting on the case, David Hill, an investigation supervisor with the insolvency service said: “This company cynically targeted people who had been victims of a previous scam, using slick patter and preying on their desperation to rid themselves of the worthless products they had already been mis-sold.

“Putting a stop to these companies protects the public from being ripped off and defends legitimate, decent businesses from being undercut by those not playing by the rules.”

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26

SHARETIME

Join me for one of the world’s top tipples In this issue of Sharetime, regular columnist Francis Taylor from Dial An Exchange, Australia, takes us on a tour of his country’s famous winelands.

I

t’s almost certain, when thinking about quality wine in the northern hemisphere, France is the image that comes to mind.

While I have enjoyed many a delicious drop from this most famous of wine regions, I can assure you that you are missing out on one of life’s great experiences if you do not take the time to visit what is arguably the most naturally stunning wine-growing regions on earth – the Mornington Peninsula in Victoria, Australia.

That’s a bold statement and it goes without saying that I believe the quality of the wine warrants such a claim. However, there’s more to my assertion than just a delicious tipple.

Australia’s Mornington Peninsula is simply, and without any argument, one of the world’s most beautiful destinations. Only an hour’s drive from Victoria’s capital Melbourne, but a world away, it has an air that’s reminiscent of the Mediterranean, with vineyards and olive groves, historic country house retreats and stunning landscapes.

While it’s boot-shaped like Italy, the Mornington Peninsula is not so populated and far easier to explore at a leisurely pace.

You can travel the length of the coastlines, stopping at seaside villages, or just meander back and forth from one coast to the other on country roads with glorious views.

Holiday trends for 2013

The peninsula is compact at approximately 25 x 12 miles for its main landmass, and turning 180 degrees before it tapers to a 9 x 2 mile cape, stretching into Port Phillip Bay and Bass Strait.

At its southern-most tip sits Cape Schanck, with its historical lighthouse and rugged sea vistas – sentinel to by-gone days and seafaring ways.

But, let’s get back to my favourite libation – the grape! More than 50 cellar doors quickly reveal why the Peninsula has such an enviable reputation for its Pinot Noir and Chardonnay - now closely followed by Shiraz, Pinot Gris, Pinot Grigio, Cabernet Sauvignon and Merlot.

And international visitors can be happy to know that most cellars will happily ship overseas or refer you to a local U.K. merchant who stocks their brand.

Of course, fine wine is always a magnet for fine food, and here you can buy just-picked and locally made produce, or choose from a vast array of restaurants and cafes that tempt you with dishes providing the perfect complement to the wines.

If all of this sounds just a little too hedonistic, it’s good to know that there’s plenty to do to build up a thirst. The Great Ocean Road is famous worldwide. If you

As more people look for creative ways to spend quality time with their families, the companies predict the three-generation holiday trend will continue to grow in 2013.

M

According to the research, average U.K. holidaymakers spend a minimum of eight hours researching their holidays on-line, with 35 per cent admitting to spending over 24 hours on their PCs, laptops or tablets to find the perfect trip.

This is a principal finding of research carried out by Thomson and First Choice on 2012 holiday trends.

Interestingly, sources of holiday inspiration also shifted in 2012, with nearly a third (30 per cent) of those surveyed admitting that pictures posted by their friends on Facebook and Twitter were a key influence when deciding on their next holiday destination.

ore than half of Brits (58 per cent) have travelled abroad with their parents in the past 12 months, with a third (38 per cent) of holiday-goers also taking their children, making 2012 the year of the threegeneration holiday.

Each year the companies send over five million people on holiday. The research has implications for timeshare companies who want to make their resort holidays more appealing to holidaymakers.

Most Brits (68 per cent) say a family holiday allows the generations to spend time together in a relaxed environment. Nearly a quarter (23 per cent) of those surveyed confess to inviting their parents on holiday just to help look after the children.

Nearly one in ten (seven per cent) of those questioned also said they regularly ask social network users for holiday advice, a figure which Thomson predicts is likely to grow in 2013 as the number of people using Facebook and Twitter continues to increase.

With an average of 3,000 bookings per month made by customers’ mobile devices and traffic to the companies’ website from iPads increasing at a staggering 437 per cent, it is clear that a new way of booking is emerging for 2013.

haven’t heard of it, just Google and prepare to be amazed! There are also plenty of world-renowned golf courses within easy reach, and more day-spas than you could visit in a lifetime.

A week will certainly not be enough to experience this incredible region, and it represents only a small portion of the state of Victoria, which has so much to offer as a holiday destination.

If you are planning a trip down-under, do yourself a favour and schedule some time in this southern state – you won’t regret it!

And while the temperature in autumn and winter may not appeal to the sunworshippers, for those who are used to a colder climate, it could be considered to be positively balmy!

The benefit however is huge - it’s less popular in Australia’s relatively mild colder months so crowds are non-existent, and availability of timeshare resorts is very good.

For more about Mornington wineries: www.morningtonpeninsulawineries.com.au For more about Mornington holidays: www.visitvictoria.com/Regions/MorningtonPeninsula.aspx

A new trend for more active getaways also emerged following 2012’s summer of sport.

A third (34 per cent) said they were planning to or had taken up a sport following the Olympics.

This trend is reflected in the increased number of holidaymakers signing up for sports courses at the company’s resorts.

2013 holiday hot spots

Early bookings for 2013 indicate that the destination hotspots for Brits next year are: For Winter 2012/13: • Short-haul: Alicante, Malaga, Madeira • Medium-haul: Tenerife, Sharm El Sheikh, Lanzarote • Long-haul: Mexico, Dominican Republic, Jamaica For Summer 2013: • Short-haul: Majorca, Ibiza, Minorca • Medium-haul: Turkey (Dalaman), Sharm El Sheikh, Cyprus(Paphos) • Long-haul: Florida, Mexico, Dominican Republic

ISSUE 13 • Spring 2013

Australian Road Trip series: Victoria

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PA RT

1

The second of our Australian road trips takes us to the state of Victoria. In this issue of Sharetime we look at the first seven days of a suggested three-week itinerary taking in the Great Ocean Road, the Twelve Apostles and Mornington Peninsula.

T

hough cosmopolitan Melbourne draws many visitors, the canny ones only stop briefly ‘on their way’.

Most famous goal is the Twelve Apostles on the intensely scenic Great Ocean Road, which

from the pier, or on the beach, you’ll find anglers dangling their hooks.

Don’t fish, but like to eat it? Pick something ultra-fresh at the Lorne Beach Pavilion and wash it down with a Prickly Moses, a

some eclectic, interesting museums.

Port Fairy, Portland and Flagstaff Hill Maritime Village, in Warrnambool, are musts.

Spot seals and whales, take loads of pictures or just sit and gape at one of the most stunning areas in the world.

Don’t fish, but like to eat it? Pick something ultra-fresh at the Lorne Beach Pavilion and wash it down with a Prickly Moses, a favoured local brew.

Cap Schanck lighthouse tour

either winds along cliffs offering stupendous views, or tunnels its way through the green shadows of stunning, fern-filled rainforest.

A short ferry ride away is the other Mornington Peninsula, a place of beaches, award-winning wineries and stylish amusements. Put them together and you create a blissful, ‘remember forever’ holiday.

Itinerary Week One Lorne - 140km from Melbourne Most often called ‘Gateway to the Great Ocean Road’, Lorne is a lovely spot to holiday.

Quite apart from the wide, welcoming beaches, the tumble and roar of spring-fed Erskine Falls is within easy walking distance.

And, thanks to the protecting mass of Point Grey, the average temperature is five degrees more pleasant year round.

Golfers will appreciate the stunning 180-degree views of ocean and natural bush at the Lorne Country Club. There are a multitude of strolls and hikes but make time to pop into Odos Arts for a coffee or gourmet meal amid strikingly simple art, both living and manmade.

This charming seaside town is also an iconic spot for fishermen. Whether it’s off the rocks,

Great ocean road

favoured local brew. Or try another Lorne icon, Christos, for a yummy Greek version of catch-of-the-day.

Chances are you’ll spend a lot of time exploring the 243 kilometres of the Great Ocean Road. Do your best to see all 11 named falls, especially Triplet; walk through the treetops or alongside 300-year-old trees; catch the glow worms at Melba Gully; hike part of the awesome Great Ocean Walk.

Montalto Café deck

Whatever you choose to do, it’ll be just perfect!

Highlights of the area include: • The Great Otway National Park, which stretches both along the coast and inland. Must-sees are Triplet Falls and the 12 Apostles.

Inland has much to offer, too. Paddle between bleached, old tree trunks at Lake Elizabeth. Its calm waters reflect the surrounding beauty and the colours of dawn or dusk (when you’re also more likely to glimpse the elusive platypus).

• The ancient caldera of Tower Hill National Park, site of age-old Aboriginal artefacts.

On your way, stop at the Otway Estate Winery near Colac and the Forrest microbrewery for a handcrafted beer, or locallyroasted coffee, in a lovingly-restored old general store and garage.

• Ultra-fresh crayfish or abalone and lovely whaler and sealer’s cottages at Victoria’s oldest harbour, Port Fairy.

There’s actually a plethora of history in this area, with much delightful architecture and

• Mariners Lookout, for a great view of the delightful Apollo Bay.

• Whale-spotting from Logan’s Beach, June to September.

Read Week Two’s itinerary in the next issue of Sharetime.

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SHARETIME

Key tourist events this year in the U.K. What to do and see in the U.K. this year? Here’s a guide to some of the major opportunities: the Hadrian’s Wall, the North Pennines area of outstanding natural beauty and Europe’s first Geopark

The new London Dungeon: One of the U.K.’s most iconic attractions, it will bring 1,000 years of authentic London history to life through a unique mix of live actors, special effects and ‘edge of your seat surprises’.

The dungeon will also feature two exciting rides: Henry VIII condemns guests to a turbulent journey on a fast-flowing boat ride along the dank River Thames towards execution. A Whitechapel labyrinth will baffle guests as they try to escape from Jack the Ripper and find their way out of the East End. Alton Towers will launch its biggest-ever ride in March. The first of its kind in the world, the rollercoaster has a drop of 30 metres, has a maximum speed of 85km/hour and a track length of 1,170m which is three

At Stonehenge work is now underway to transform the visitor experience at the World Heritage Site. A new visitor centre, set two kilometers from the stone circle, is set to open in late 2013.

The 49th Farnborough International Airshow, in Hampshire, will have spectacular displays and variety with a five-hour flying display including the Lancaster, Spitfire, Vulcan, Typhoon and the Red Arrows.

Buckingham Palace will mark the 60th anniversary of the queen’s coronation, with a four-day Coronation Festival where up to 200 firms with Royal Warrants will showcase their goods.

The exhibition will highlight the queen’s favourite brands and offer unique entertainment and shopping opportunities.

The Bristol International Balloon Fiesta is a world-class hot air ballooning festival recognised as one of the U.K.’s top five outdoor events. Bristol is the balloon capital of Europe and the annual event sees 500,000 visitors watching over 150 balloons of all shapes and sizes fill the sky.

The 500th anniversary of the Battle of Flodden is marked on September 9, The battle was a national tragedy that led to the death of over 15,000 English and Scottish soldiers, noblemen and the Scottish King, James IV.

times the length of its Oblivion ride. The ride time is 165 seconds.

Hadrian’s Wall Path National Trail is an unbroken 84-mile signposted trail stretching coast to coast from Wallsend to Bowness on Solway. Celebrating ten years in 2013, the trail was voted the nation’s favourite by the viewers of BBC’s Countryfile in 2011.

A new visitor centre is expected to open in Housesteads in time for the anniversary with a new welcome area, shop and café. There will be a major new audiovisual exhibition in place exploring life on the Roman frontier.

The Flodden 1513 Ecomuseum links together 12 sites across Northumberland, the Scottish Borders and Edinburgh that have a connection with the story. As part of a programme of events commemorating the battle communities on both sides have come together to establish Britain’s first cross-border ecomuseum.

The famous Wainwright’s Walks: On September 25, 1938, Alfred Wainwright set off on a 247-mile circular walk to and from Settle, in north Yorkshire. The renowned walker and writer took 11 days to complete the now welltrodden path.

On the 75th anniversary walkers can follow in his footsteps and walk one or all of the 18 daily stages of Wainwright’s Walks, taking in

When completed the centre will for the first time make it possible to present the fascinating story of the site. The gallery will feature important objects on loan from museums while outside there will be three Neolithic houses, recreated using evidence of domestic building from prehistoric England unearthed near Stonehenge. A shuttle service will bridge the distance between the centre and the stones.

The Royal Welsh Show, July 22-25, is one of the most prestigious events of its type in Europe, bringing together the farming industry and rural community in a celebration of the best of British agriculture with a unique and very special ‘Welsh’ flavour.

The Royal Welsh Show provides a prime shop window for farming in Wales. The show attracts more than 200,000 visitors, up to 7,000 entries of livestock and over 1,000 trade stands.

A day out for the whole family, with the very best of Welsh produce, flowers, crafts, country pursuits and arena displays.

The Gregynog Festival in June is the oldest classical music festival in Wales. Set in the beautiful countryside of rural North Powys, Gregynog Festival features performances by the world’s leading musicians in intimate historic locations.

Each year the festival takes a different theme as the starting point. This year it is Great Britten, marking the centenary of the birth of Benjamin Britten, who performed at Gregynog in 1972.

The festival also marks the 80th anniversary of its founding. The main events are clustered over two long weekends to allow visitors to make the Festival the focus of a short break in mid Wales.

The Big Cheese, an extravaganza of street entertainers, living history encampments, music, dance, traditional funfair, folk

ISSUE 13 • Spring 2013

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Aunty Betty takes a look at management fees...

In this issue of Sharetime, Aunty Betty takes a look at the often-sticky area of timeshare management fees. Why are they charged and what are they spent on?

Now I don’t know about you, but this invariably arrives at a challenging time financially so it is natural to wonder just what are we paying for?

After all we paid at the beginning when we signed up, we pay our exchange membership fee and, of course, the exchange fee. So why do we have to keep paying more and more money every year?

The fee only seems to increase like everything else but I wanted to know what the money raised is used for and how it’s spent.

These are fairly weighty questions for Auntie Betty to tackle. But it’s the same whenever you spend money. If you buy groceries you can see what you have bought and you know what you are getting. But do you know what happens to the annual fee when you’ve paid it?

So I started writing down all the bits that make up today’s fully operational resort: reception, housekeeping, maintenance, reservations, IT, bar and restaurant, accounting and the management of these departments.

Then I considered the jobs each department has to do: Cleaning, building, repairing, gardening, pool maintenance, taking phone calls, dealing with problems, booking and reservations, monthly accounts, banking, suppliers, dealing with the authorities, taxes, water, electricity, laundry,

dancing, falconry and much more, is set for late July.

Set in the shadows of one of Europe’s largest castles, the town of Caerphilly appeals to people of all ages and the Big Cheese is a must-see attraction.

Portraying the history, heritage and culture of Caerphilly, the 2012 event attracted over 70,000 people who enjoyed a fun-filled programme of activities and entertainment.

The Big Cheese weekend is a free.

The Edinburgh Military Tattoo is staged every year as part of the world-famous Edinburgh Festival. It is a unique and memorable celebration of music, dance and military pageantry.

Set against the spectacular backdrop of the floodlit Edinburgh Castle, almost a thousand musicians, pipers, drummers, singers and dancers perform on the cobbled Esplanade.

Each year some of the most memorable

staff wages, ordering and stock control. The list goes on.

As the list grew I realised that the best way of looking at this issue was to think of a hotel - but instead of different people staying at different times, there are members who return for a fixed time every year.

Just like a hotel, guests pay for the room but also the services the resort offers and the cost of providing them. It all becomes clear that it is not a cheap job running a resort.

One of the key areas of concern at the moment for many resorts is: if the only income a resort receives is the annual fee what happens when people get older and cannot visit any more?

Every resort needs new members to ensure the income covers the expenditure. (Even Aunty Betty knows that you cannot make do with less and less money.)

One option is to cut out some of the things you think you can do without. But when you have a resort with members who expect the services they signed up for then it is not so easy.

Just think about staff uniforms. No one wants to see staff in scruffy outfits but imagine the cost of replacing all staff uniforms every year.

And what about the sun loungers that need replacing? The cost of replacing them for each apartment or around the pool is frightening.

Need a new microwave in your apartment?

One new microwave is fine to pay for, but for 100 apartments?

highlights are the stirring performances of the Massed Pipes and Drums and the Massed Military Bands that emerge from the huge castle gates playing the stirring battle tunes of Scotland’s famed regiments.

Part of the ‘Year of Natural Scotland’, the Dumfries and Galloway’s 10th annual Wild Spring Festival will be the biggest to date with over 100 wildlife events, many free and most hosted by local wildlife guides and experts.

Set amid beautiful unspoilt countryside, the festival provides families and wildlife fans with an opportunity to discover this most surprising and naturally inspiring part of Scotland.

From frogs and fishtails to badgers and buzzards, and from red deer and reptiles to bats, moths and the charismatic red squirrel, Dumfries and Galloway is teeming with wildlife.

The Spirit of Speyside Whisky Festival runs

As with most resorts, we have a management company and a sinking fund but emergencies happen and not all resorts are fortunate enough to have a developer on-site with big pockets.

And this is just for the things that you can see.

When you add in things like staff wages, updating computer software, licenses, training, health and safety it really starts to add up.

Now I know that some of you read the annual accounts and know where the money goes.

But holidays were never meant to be hard work and how many of us actually understand what it all means? Some accounts I have seen require a business degree to understand them.

So I think it would be a good idea if there was just a single sheet showing what percentage of your fee goes on what or at least shows much these various areas cost on an annual basis.

I think a bit of plain English would make it easier to understand and make owners more willing to pay every year.

I am glad that I only have my housekeeping to worry about and not nosey old people like me telling the management company and the poor staff what they should be doing.

“

I

t always happens at a certain time in the year and often just before Christmas. It’s the arrival on the doormat of the annual invoice for our timeshare management fee.

We want our holidays and we want our services. So a big shout out to timesharers everywhere – pay up. Your resort needs you and your annual fee.

from May 2- 6 and brings Scotland’s Whisky Country will come to life.

The world-class, five-day festival welcomes connoisseurs and new initiates who want to explore the traditions and passion behind the world’s finest whiskies.

The packed programme ranges from sipping single malts and sauntering from distillery to distillery to watching wildlife, savouring the flavour of local food, getting to grips with challenging golf courses or dancing the night away at a local ceilidh.

Visitors will be able to discover the ‘delights of the dram’ with tours and tastings at many of the area’s 50+ distilleries (including exclusive access to distilleries usually closed to the public).

They will also be able to enjoy the beautiful backdrop of Speyside’s spectacular scenery and uncover the spirited history of the region that was home to some of the first smugglers’ stills.

Timeshare Management Fee Collection Resort Recoveries, developed by CBC International, is a specialist in the recovery of overdue accounts in the timeshare sector, and, in particular, the collection of outstanding

annual

maintenance

fees

and

finance payments from owners.

Today, Resort Recoveries works with a number

of

resorts

throughout

Europe,

assisting with the collection of fees both in the U.K. and Europe. Key to their success is the understanding that resorts value their owners and want to enjoy a long-standing relationship. Tact, diplomacy and empathy are key skills and crucial to the operation.

Resort Recoveries Specialist Timeshare Fee Collection

So why choose Resort Recoveries?

Roy Caligari, managing director, explains: • We are TATOC affiliates so you are guaranteed that owners will be treated fairly and professionally while ultimately recovering what is owed; • We only charge when we are successful in collecting fees - if we are unsuccessful then the resort does not pay for our service; • We have experienced collectors who understand your business & get results; • We hold the internationally recognised Quality Assurance Accreditation ISO 9001:2008; • We are licensed by the Office of Fair Trading and registered under the Data Protection Act; and • We offer online, telephone and traditional cheque payment options making it easy for owners to pay their outstanding fees

Developed by:

CONTACT US TODAY: | tel: +44(0) 151 515 3014 | fax:+44(0) 151 515 3015 enquiries@cbc-international.co.uk | www.cbc-international.co.uk

ISSUE 13 • Spring 2013

Face behind the business PROFILE: Stuart John Lamont Company: Club Leisure Group Position: Executive chairman Nature of business: Resort Development and management Resides: Augusta Country Estate, Hillcrest, South Africa Website: www.clubleisure.co.za

Your work life...

First job?

Auditor First job in timeshare?

Developer for Margate Sands Biggest business triumph?

Consolidating our separate companies under the umbrella of the Club Leisure Group.

Biggest business risk you have taken?

Acquiring Margate Sands Current ambitions for your company?

To continue to expand our business and create new products to suit the needs of every South African until points ownership becomes the norm in holiday ownership.

Biggest change seen in the industry?

Move from conventional timeshare ownership to points ownership Who do you admire from the industry?

Christel de Haan followed by Ron Haylock How has your business changed the timeshare industry?

We have made good quality holiday products available to the man in the street.

How will your company shape the industry in the future?

By developing more and more products to suit every niche in the market and to suit the holiday needs of every South African.

Favourite things...

Location?

Mountains, Bush and Sea. Shop?

DELI. Food?

Seafood (lobster and crayfish).

Drinks?

Whisky and good white dry wine.

Sports Team?

Springboks, Sharks.

Hobbies?

Travel, fishing, racehorses, horse and cattle stud farming.

With whom would you like to be stuck on an island with?

Rioma

Is ‘traditional’ timeshare dead?

Very much so. The modern holidaymaker demands value for money, variety and innovation. They will not settle for the same thing year in and year out. Traditional timeshare is stagnant.

Seatguru re-launches website to make planning easier

S

eatGuru, the ultimate online guide to air travel, has revealed several site enhancements that further help flyers find the best seats and flights.

The website provides the most comprehensive resource for airline information, incorporating 45,000+ flyer reviews on airline seats, services, and amenities, as well as providing useful travel trips. It offers more than 700 airline seat maps covering nearly 100 airlines so that travellers can find the best seats before they fly.

The iconic colour-coded airline seat maps have been updated with a fresh look, a more intuitive layout, and additional content such as user submitted photos.

Furthermore, travellers can now shop for flights and quickly identify itineraries that offer the best on-board experience with the new “Guru Factor” rating system.

For more than ten years, SeatGuru has been the leading resource for frequent flyers and savvy travellers looking for unbiased seat map information and advice along with details on aircraft amenities.

The new site builds on that content and introduces new features to elevate the user experience, including:

• Live flight shopping - SeatGuru can help travellers find the lowest available fares on hundreds of flights, and show those that score highest on seating comfort and onboard amenities.

• User provided photos – Flyers can view photos of individual aircraft seats along with the associated commentary and amenity information, helping to avoid any unpleasant surprises. SeatGuru users also have the ability to easily upload their own seat photos.

• Featured user comment – Along with SeatGuru’s existing advice and curated recommendations on seats, the site shows selected comments from travellers to help travellers make an informed decision when choosing a seat.

• Improved navigation – SeatGuru has made it easier to look up the seat map for your flight by route or flight number and better aircraft matching logic. the new site also makes it easier to scan the seating details for every aircraft.

• Guru factor – the new flight search tool offers detailed seat comfort and on-board amenity information along with an overall recommendation of either ‘Love it,’ ‘Like it,’ or ‘Live with it’ for your flight itinerary.

The Guru Factor is customized by each cabin class and comprises an overall comfort score based on the type of seat, seat pitch, width, and recline, in-flight entertainment options, on-board amenities, and TripAdvisor customer satisfaction ratings for airlines.

In the coming weeks, SeatGuru’s iPhone app will also carry the new seat map design and improved navigation. Travellers will have the ability to create a profile and easily submit comments and photos of their seat while on the go.

“The new SeatGuru will give millions of flyers even more useful insight to help them plan and have the best flight experience possible,” said Bryan Saltzburg, general manager.

“Access to our comprehensive seat and airline amenity information, new flight shopping functionality, purchase options, and trustworthy advice from fellow travellers will be infinitely valuable for those planning their next flight.”

Find out more at SeatGuru - www.seatguru.com.

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Best in show

VisitEngland launches Facebook app

CNN Travel names Scotland as the world’s top travel destination.

V

isitEngland, the national tourist board, has launched a Facebook application designed to inspire the nation to take more holidays in England.

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cotland has been named as the world’s top travel destination by CNN Travel, the broadcaster’s new international travel website.

Leading the way with major events and technological advancements, Scotland – says the company - stands apart from other leading business tourism destinations for its conference, event and hospitality product.

CNN Travel identified up and coming destinations based on bargains, significant events and important new services, such as added airline routes and major hotel openings.

Beating seven destinations including Amsterdam, Colombia, Slovakia, and

Morocco to the accolade, Scotland was also rated above other ‘trending’ locations for 2013 as well as Montenegro, New Zealand, Miami and Japan.

CNN has a network of more than 800 travel contributors and insiders around the world. It delivers travel news and ideas, destination insights, original observation and city and country ‘insider guides’ with directions to the world’s top restaurants, bars, hotels and activities.

Free guide to help businesses make most of Facebook

A

achieve measurable results. It also explains approaches and tactics to encourage customer loyalty, brand recognition and increased customer engagement.

‘How to use Facebook for business’, was produced by a company whose president Sallie Burnett was a keynote speaker at last year’s Resort Developers Organisation conference in London.

The guide also uses real-life examples of Facebook’s timeline in action and looks at ways in which it is being effectively used by brands, and aims to identify best practices.

It also offers easy-to-follow steps and visual examples to show businesses how Facebook’s features can help their brand.

free pocket guide to help businesses make the most of social media – and specifically Facebook – has been launched by Customer Insight Group, a Colorado-based marketing firm.

It is designed to offer a comprehensive guide on how to make the most of the popular social network.

The guide shows businesses where to start, how to develop and maintain momentum as well as

Called ‘101 Things To Do Before You Go Abroad’, the new app includes a guide to the best of the very best English experiences.

To download a free copy, click here, https:// www.facebook.com/customerinsightgroup/ app_160430850678443 For more information about Customer Insight Group, visit: www.customerinsightgroup.com

From star-gazing in Europe’s first International Dark Sky Reserve, in Exmoor’s National Park, to climbing England’s highest peak, Scafell Pike, the app is designed to remind Britons of the fabulous range of experiences on offer in England.

Following the exciting events of 2012, VisitEngland research shows that 60 per cent of the population feel more proud to be British and 20 per cent plan to take more breaks in England as a result of the ‘feel good factor’.

However, the tourist board also has evidence that there is a distinct lack of knowledge about what is on offer in England. The app is designed to fill that gap and stimulate a renewed ‘buzz’ about England as a must-see holiday destination.

VisitEngland is inviting consumers to nominate their favourite English experiences by uploading suggestions and pictures to the app.

Nominations fall into six categories: food and drink; arts and culture; health and fitness; history and heritage; wildlife and nature; and ‘because it’s awesome!

Wyndham reduces carbon footprint with green initiatives yndham Worldwide has reduced its carbon footprint by five per cent, according to the company’s 2011 sustainability report.

W

In Australia, Wyndham Vacation Resorts Asia Pacific has created its own initiatives to contribute to the global company’s Wyndham Green program.

As it works towards its goal of dropping carbon emissions by 12 per cent by 2016, the hotelier tracks its energy use and other sustainable efforts through a ‘Wyndham Green Toolbox’ eco-software program.

In 2011, approximately 500 employees based at the corporate office on the Gold Coast, Queensland, relocated to a state-of-the-art Five-star Green rated building through the Green Building Council of Australia.

Wyndham Worldwide co-launched the Hotel Carbon Measurement Initiative in partnership with more than 20 other hotel chains, the International Tourism Partnership, and the World Travel & Tourism Council.

Since the relocation, Wyndham Vacation Resorts Asia Pacific has achieved a 47 per cent reduction in electricity consumption and a 389 per cent reduction in paper usage.

Once approved, the suggestions will be pinned on to a map of England so other visitors can view and then vote for their favourites.

A selection of nominations will be announced during English Tourism Week (March16-24), with the full 101 announced on St George’s Day (April 23).

James Berresford, VisitEngland’s Chief Executive said: “We hope this app will inspire Britons everywhere to take a holiday in England and remember that this is one of the best, if not the best, destinations in the world.”